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Journal : Jurnal Teknik Informatika (JUTIF)

Optimization Artificial Neural Network (ANN) Models with Adam Optimizer to Improve Customer Satisfaction Business Banking Prediction Ifriza, Yahya Nur; Mandaya, Yusuf Wisnu; Sanusi, Ratna Nur Mustika; Febriyanto, Hendra; Jabbar, Abdul; Kamaruddin, Azlina
Jurnal Teknik Informatika (Jutif) Vol. 6 No. 3 (2025): JUTIF Volume 6, Number 3, Juni 2025
Publisher : Informatika, Universitas Jenderal Soedirman

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52436/1.jutif.2025.6.3.4776

Abstract

Customer satisfaction prediction is critical for business banking to retain clients and optimize services, yet existing models struggle with imbalanced data and suboptimal convergence. Traditional approaches lack adaptive learning mechanisms, limiting accuracy in real-world applications. This study developed an optimized Artificial Neural Network (ANN) model using the Adam algorithm to improve prediction accuracy for banking customer satisfaction. We trained an ANN on the Santander Customer Satisfaction Dataset (76,019 entries, 371 features) with Adam optimization. Preprocessing included normalization, removal of quasi-constant features, and an 80-20 train-test split. Adam’s adaptive learning rates and momentum were leveraged to address gradient instability. The model achieved 95.82% accuracy, 99.99% precision, 95.83% recall, a 97.87% F1-score, and 0.82 AUC, outperforming traditional optimizers like SGD. Training loss reduced by 30% with faster convergence. This work demonstrates Adam’s efficacy in handling imbalanced banking data, providing a scalable framework for customer analytics. The results advance computer science applications in fintech by integrating adaptive optimization with deep learning for high-stakes decision-making. This research contributes to the growing body of knowledge in machine learning applications for business analytics and provides a valuable framework for improving customer satisfaction prediction models in various industries and the advancement of deep learning applications in business intelligence, particularly in banking service quality prediction.
Co-Authors Abdul Rauf Chaerudin Adam Latif Addini, Jihan Timur Agfanisa, Rahma Agung Wibowo Agustina Saini, Alif Afian Nasir Aini, Maqfiroh Intan Nurul Akmal, Muhamad Roihan Aldri Frinaldi Alfathqi, Rheza Rizky Amanda, Putri Amaratani, Centri Arktika Neoaprilia Ameliah, Nurul Andin Irsadi Anindita, Fadhilla Dyah Anshari, Gusti Zakaria Anugrah, Eka Ardeny, Anisa Nur Faizah Arelia Putri, Tieska Aribowo, Litasari Aldila Arisal Asad, Muhammad Atunnisa, Rifa' Atunnisa, Rifa’ Awati, Desiana Fitri Az-Zahra, Salma Fatimah Az-Zahra, Sheeny Bakri, Sitty Nur Syafa Barisan Chasanah, Aisya Nurul Chiuloto, Kalvin Christyadi, Louis Anasthasya Darpawanto, Nana Jedy Dayadi, Dayadi Deanova, Dendhie Dema, Herman Dian sari, Hikma Dipanegara, Ayatulloh Repa DWI RAHMAWATI Erna Noor Savitri, Erna Noor Ershanti, Agnes Dewi Wuri Evi Gusmayanti Fadil Syamsa, Muhammad Fauziyyah, Istiqomah Ifnan Febriyanto, Hendra Fitrah, Nurul Fitri, Revieta Noor Fyngky, Fryza Gemilang, Aqshal Panggas Gunawan, Mahendra Habil Sultan Hakim, Akhyaruddin Hamdani, Adib Afriza Hanum, Fadilla Haris, Amnan Hartanto, Naufal Hartanto, Toni Hasnaningtiyas, Siti Heriyanti, Andhina Putri Herol, Herol Hidayah, Harun Syamsudin Nur Husni, Muthia Fadhilah Iqlima, Marsyanda Addelia Iskandar, Aldy Jajat sudrajat Jamaluddin Ahmad Jamaludin . Julpa, Ira Sopiana Kamaruddin, Azlina Khair, Amar Sharaf Eldin Kholil, Putri Alifa Kusumaningsih, Febriana Restu Kuswati, Fitri Yunda Ladamay, Ode Moh Man Arfa Lantip, Dhia Sasmita Lati, Gustina Aruming Sekar Latif, Adam Latif, Mukhlis Abdul Lorensa, Dina LUKMAN, LUKMAN M. Lolo, Nadyah Harnol Maharani, Saffira Alyda Marchelina, Shally Maryono, Iyon Mauliya, Durrotul Jahroo Mendrofa, Best Forever Mualif, Akmal Muhammad Rais Rahmat Muhanniah, Muhanniah Mustanir, Ahmad Mustikawati, Lenny Helmalia Mutiatari, Dhita Pracisca Mutmainnah Nana Kariada Trimartuti Nikmat Syarifuddin, Rifni Nisa, Zakiya Ayu Ni’matuzzahroh, Ni’matuzzahroh Nonci, Nurjannah Nugraha, Bachtiar Rama Ardhi Nur Faizah Nur Kusuma Dewi Permana, Pawit Indra Prahmani, Yonika Sindiana Pramesti, Angelina Cahya Pratama, Liona Surya Pratiwi, Andini Sukma Prihatanto, Zidan Hafizh Nur Muqshid Purwadi, Cintiya Egi Putri, Ade Anggun Wana Putri, Adinda Rizqita Putri, Isria Miharti Maherni Putri, Rahmatia Prihantiny Putri, Rizda Amalia Putri, Salma Dwi Putri, Sindi Yuliana Rabbani, Raka Restu Rahmalidya, Alfia Rahmawati, Alfi Rahmawati, Laila Zulaiha Amalia Ramadhan , Muh.Rohady Ramadhan, Muh Rohady Rifaatunnisa Rizki Nor Amelia Rizki Safira, Najwa Rizkiyah, Nanda Puji Rizqiyani, Rifa Salma, Mila Rangga Lailatus Salsabela, Salwa Sandi Lubis Sanusi, Ratna Nur Mustika Saputra, Arofi Agung Dwi Saputro, Nur Ahmad Sarwono, Muhammad Reza Daffauzan Shabrina, Dhiyanita Siregar, Zepanya Gladis Tabita Siti Herlina Dewi Siti Sawerah Somantri, Dadang St. Soeraya Sultan, Habil Sunarti Supit, Advent Pesah Victoria Suryaningrum, Irnanda Syarifuddin, Haeruddin Tiaraningrum, Fathia Hanif Trida Ridho Fariz Trihadianta, Mohammad Rifki Utama, Raditya Arinanda Utami, Rinanda Putri Wahid Akhsin Budi Nur Sidiq, Wahid Akhsin Budi Nur Widianti Wijanaputri, Kania Okta Wulan Sari, Nawang Yahya Nur Ifriza Yasin, Akhmad Yayuk Astuti Yolanda, Vera Cerelia Yuniar, Azka Dwi Yusuf Wisnu Mandaya Zulfa, Rifani Zulfadly MJ, Muh. Zulfani, Sevianna Danah