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All Journal Edutech Techno.Com: Jurnal Teknologi Informasi Abdimas Rekayasa: Jurnal Penerapan Teknologi dan Pembelajaran Jurnal Transformatika Journal of Information System JADECS (Journal of Art, Design, Art Education and Culture Studies) International Journal Ihya' 'Ulum al-Din Indonesian Journal of Information System JOURNAL OF APPLIED INFORMATICS AND COMPUTING J-SAKTI (Jurnal Sains Komputer dan Informatika) IJISTECH (International Journal Of Information System & Technology) Adimas : Jurnal Pengabdian Kepada Masyarakat EDUMATIC: Jurnal Pendidikan Informatika JE (Journal of Empowerment) Joined Journal (Journal of Informatics Education) Abdimasku : Jurnal Pengabdian Masyarakat Jurnal Layanan Masyarakat (Journal of Public Service) IJISTECH Jurnal Litbang Kota Pekalongan J-SAKTI (Jurnal Sains Komputer dan Informatika) Jurnal Pengabdian Masyarakat Information Technology (JPM ITech) JURNAL SAINS DAN TEKNOLOGI MARITIM Moneter : Jurnal Keuangan dan Perbankan MANGGALI
Sasono Wibowo
Universitas Dian Nuswantoro
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Biochemistry, Genetics & Molecular Biology Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Mechanical Engineering Public Health Social Sciences Transportation Other

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Journal : JOURNAL OF APPLIED INFORMATICS AND COMPUTING

 1 
Optimizing Customer Loyalty Through The Information System Customer Approach at Harapan Hospitals Angelia Dwi Ceissa; Gamayanto, Indra; Wibowo, Sasono
Journal of Applied Informatics and Computing Vol. 9 No. 2 (2025): April 2025
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaic.v9i2.9202

Abstract

This research aims to optimize hospitals customer loyalty through a Customer Relationship Management (CRM) approach. In the increasingly competitive healthcare industry, customer satisfaction is key to retaining and attracting new customers. SERVQUAL is one of the methods we use in this study so that by implementing CRM, hospitals can understand patient needs, improve service quality, and build long-term relationships. This study uses a quantitative approach with a survey method of 106 respondents who are hospital customers. The results of the analysis show that the implementation of CRM has a significant effect on patient satisfaction and loyalty. Although the overall satisfaction rate reached 84.9%, several aspects needed to be improved, such as the waiting time of doctors and the speed of the registration process. Recommendations to improve the effectiveness of CRM in hospitals include the development of digital systems and staff training.
Comparing Decision Tree and Support Vector Machines in Hospital Satisfaction Anggraini, Dinda; Gamayanto, Indra; Wibowo, Sasono
Journal of Applied Informatics and Computing Vol. 9 No. 2 (2025): April 2025
Publisher : Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaic.v9i2.9203

Abstract

Patient satisfaction is a key indicator of hospital service quality. This study compares the performance of Decision Tree and Support Vector Machine (SVM) in classifying patient satisfaction at Harapan Hospital Magelang for service optimization. The dataset, derived from a 2024 survey, consists of 577 samples and 13 predictor variables, covering patient demographics and medical service aspects. Preprocessing includes data cleaning, normalization, encoding, and class balancing using SMOTE. The Decision Tree is applied with gini impurity and max_depth=11, while SVM uses the RBF kernel (C=100, gamma=0.01). Model evaluation metrics include accuracy, precision, recall, F1-score, and ROC-AUC.Results show that Decision Tree outperforms SVM, achieving 86% accuracy vs. 81%. It also has 86% precision and 95% recall for the Dissatisfied category, higher than SVM (93% recall). The McNemar test confirms a statistically significant performance difference (p-value = 0.037). With higher accuracy and interpretability, Decision Tree is recommended as the primary method for hospital patient satisfaction analysis. These findings support the development of an adaptive classification system for Indonesian healthcare data.
Co-Authors Achmad Wahid Kurniawan Agiwahyuanto, Faik Agus Prayitno Agus Winarno, Agus Agustinah Dwimawarti Akrom, Ahmad Al zami, Farrikh Alzami, Farrikh Angelia Dwi Ceissa Anggraini, Dinda Arief Setyayoga Aries Setiawan Arta Moro Sundjaja, Arta Moro Ashari, Ayu Asih Rohmani Asih Rohmani Asih Rohmani Asih Rohmani, Asih Budi Widjajanto Budi Widjajanto Budi, Setyo Christian, Henry De Rosal Ignatius Moses Setiadi Dena Trixie Rahma Tifany Destya Khairuna Desy Dwi Prasetyowati Devi Purnamasari Devita intar luvilla Dewi Agustini Santoso Dewi Agustini Santoso Donny H Harsa Febrian Dwi Puji Prabowo, Dwi Puji Edi Sugiarto Elok Iedfitra Haksoro Fahmi Amiq Farrikh Al Zami Farrikh Al Zami Farrikh Al Zami Fenny Angelina Fitri Febriani Florentina Esti Nilawati Florentina Esti Nilawati Florentina Esti Nilawati Hadi, Heru Pramono Hanny Haryanto Harini - Harini Harini Harini Harini Harisa, Ardiawan Bagus Henry Christian Henry Christian Herman Try Maulana Herowati, Wise Hindarto, Aris Nur Ida Farida Ida Farida Imam Nuryanto Indra Gamayanto Indra Gamayanto Indra Gamayanto Indra Gamayanto Indra Gamayanto Indra Gamayanto Juli Ratnawati Kurniadi, Agung Kustiadi, Josse Kustiadi, Kustiadi Lewa, Andi Hallang Lusi Noviani Prasetyo Marjuni, Aris Maurensa, Giacinta Megantara, Rama Aria Mochammad Imron Awalludin Prasetyo, Lusi Noviani Prihandono, Adi Puji Purwatiningsih, Aris Purnamasari, Devi Ramadhan Rakhmat Sani Reni Wiyananti Retno Astuti Setijaningsih Ricardus Anggi Pramunendar Ritzkal, Ritzkal S, Dewi Agustini Saroji Saroji Sendi Novianto Sendi Novianto Sendi Novianto Sendi Novianto Setiawan, Aries Setyo Budi Setyo Budi Setyo Budi Sirait, Tamsir Hasudungan Sri Rahayuningsih Sri Rahayuningsih Sri Winarno Sri Winarno Suharnawi Suharnawi Suharnawi Suharnawi Suharnawi Sukamto, Titien S Sukamto, Titien Suhartini Suprayogi Suprayogi Titien S sukamto Titien S Sukamto Titien Suhartini Sukamto Titien Suhartini Sukamto Tugino, Tugino Vinieta Zhafarina Widyatmoko Karis Zaenal Arifin Zami, Farrikh Al