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Journal : unej e-proceeding

Analysis of Consumer Complaint Handling on Indonesian Consumer Site Using K-Means Cluster Method Risma Petrus; Erma Suryani; Makarius Bajari
UNEJ e-Proceeding 2021: International Conference on Management, Business, and Technology (ICOMBEST) 2021
Publisher : UPT Penerbitan Universitas Jember

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Abstract

A consumer complaint is a consumer's right to submit a complaint about a service or product provided, or in other words, a complaint is an expression of consumer dissatisfaction either verbally or in writing caused by the loss experienced by the consumer and the non-fulfillment of the agreed agreement. The government is very aware of the various things experienced by consumers as users of goods and services. Through the presidential regulation of the Republic of Indonesia number 50 of 2017 concerning consumer protection strategies and through this regulation the relevant sectors make various efforts to improve their performance related to following up on every complaint. Non-hierarchical grouping using the k-means method is the placement of objects based on the closest group means. Through the results of data processing conducted through research on consumer submission data based on the type of complaint, it shows that there is significance in all variables of incoming complaints, completed complaints, complaints in process with a significance level (sig) less than 0.05. Therefore, there is a significant difference in the clusters formed that relate to all these variables. And in the table the largest F value is 355,957 which indicates that the complaints entered in each cluster are different. So it can be concluded that the greater the value of F, the greater the difference in cluster 1, cluster 2, cluster 3 for the variable concerned. Keywords: Method, K-Means, Complaint Handling, Cluster Analysis
Co-Authors Achmad Mufliq Addin Aditya Adi, Trijoko Wahyu Ahmad Mukhlason Ahmad Nabil Algracevian Andrea Gibran Syahrial Alifiansyah Arrizqi Hidayat Alvisi Aura Chandra Amalina, Debbie Amna Shifia Nisafani Amrina Friska Apriliana Ananda Riyandwyana Andhika Prasandy Rachman Andi Inayah Auliyah Andi Makkasau Andika Insan Patria Andre Firmansyah Andre Parvian Aristio Anggi Yhurinda Perdana Putri Aniqoh Bachriwindi Anisa Dzulkarnain April Kukuh Ari Santoso Arif Wibisono Arishinta, Ayasophia Arman Hakim Nasution Ashma Hanifah Bangun Muljo Sukojo, Bangun Muljo Benyamin Limanto Benyamin Limanto Berlian Rahmy Lidiawaty Cahyono, Dwi Dede Rosyada Desi Eka A S Dhika Wahyu Octaviani Dhyna Octabriyantiningtyas Dinanti Vita Rahman Diva Irma Ayunita Enrico Samuel Djimesha Eryuni Ramdhayani Fadhil, Muhammad Faiq Najib Al-Aziz Faizal Mahananto Faradibah, Amaliah Fatharani Wafda Fatharani Wafda Ferlyna Kusuma Wardhani Gustin Ayu Cahyandini Gustin Ayu Cahyandini Gustin Ayu Cahyandini Habibah Asma'ul Husna Hajid Alauddin Ramadhan HANDEWI P.S. RACHMAN Handewi Purwati Saliem Hanifan Muhayat Hanim Maria Astuti Heri Kuswanto Heri Supriyanto Hermansyah Hermansyah Hermansyah Hermansyah Herry Purwanti Heru Yunianta I Made Candra Girinata I Putu Artama Wiguna Ika Nurkasanah Iksan Hariyanto Imtyaaz Achsanul Kamila Indah Dwi Lestari Indroprasto Indroprasto Iqbal Grady Favian Jadid Pratama Yuga Nugraha Jennis Tonapa Jerry Dwi Trijoyo Purnomo Jerry Dwi Trijoyo Purnomo Jessica Patricia Halim Jojok Widodo Soetjipto Kamarudin Hasan Basri Kartini Aprilia Pratiwi Nuzry Kurnia Sari Darma Siswi Kusliana Kusliana Lidra Trifidya Lilia Trisyathia Quentara Litafira Syahadiyanti Litafira Syahadiyanti M. Yusuf Sulaiman Mahendrawathi ER Mahendrawati ER Makarius Bajari Makarius Bajari Mala Rosa Aprillya Mas’odi Mas’odi Mauliwidya Mauliwidya Maya Puspita Moch. Farrel Arrizal Kusuma Mochammad Althof Ibtisaam Shiddekh Muhammad Afzal Muhammad Alam Pasirulloh Muhammad Andika S M Muhammad Andika Satrugna Mahardhika Muhammad Imaduddin Ihsan Muhammad Septama Prasetya Muhammad Syamil Fadlillah Muhammad Syamil Fadlillah Muhammad Syamil Fadlillah Mukhlis Mukhlis Nanok Adi Saputra Nashrul Hakiem Natalia Magdalena Rafu Mamulak Natalia Magdalena Rafu Mamulak nFN Supriyati Ni Luh Septiana Dharmayanti Nia Kumaladewi Nilasari Mukti Widyaningsih Novia Paramita Shandra Nugroho, Cahyo Aji Nurhairunnisah, Nurhairunnisah Nurmansyah Nurmansyah Octavia Olga Citra Dewi Okol Sri Suharyo Ony Ichsandrya Pandu Satrio Pasha, Donaya Priangga, Prima Purnama Anaking Putri, Anggi Yhurinda Perdana Putu Aditya Dharmawan Qomariah, Ismi Nurul Rachman Arief Radityo Prasetianto Radityo Prasetianto Wibowo Raffly Andico Devara Rafi, Haris Rafief Chalvani Rahmad Hidayat Rahmatika Jagad Pramundito Rahmatika Jagad Pramundito Rahmawati, Ulfa Emi Rama Dhaniareza Randy Pradana Kushatmaja Raras Tyasnurita Raulia Riski Regina Verra Santiara Retno Aulia Vinarti Rindu Puspita Wibawa Rini Qurratul Aini Risma Petrus Risma Petrus Rizal Bima Bayuaji Rizka Wakhiddatus Sholikah Rudi Hartono Siregar Rudiyanto Rudiyanto Rully Agus Hendrawan Sahdha Prakasa Sarwosri Sarwosri Satria Nur Alam Serra Charisma Viontita Shabrina Luthfiani Khanza Shoffi Izza Sabilla Surya, Agung Bagus Syaiful Hidayat Syamsu Nur Row Honey Syauqi Saswatata Nawal Abadi Tata Aransta Imas Puspita Tita Ayu Rospricilia Tony Dwi Susanto Triady Widodo Ulfa Emi Rahmawati Ulfa Emi Rahmawati Ummi Ainun Nadhiroh Wahyuningtyas, Nunuk Wiandana, I Gede Wibawa, Rindu Puspita Wibisono, Arif Wibisono, Arif Wisnu Broto, Y. Suponco Yahya, Fahmi Yoyok Nurkaya Santosa Yuni Artha Chyntia Saragih