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Ani Nida’ia Mustafida
Institut Bisnis dan Teknologi Indonesia
Computer Science & IT

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Customer Satisfaction Analysis of PLN Mobile Services Using the Naïve Bayes Classifier Method I Komang Arya Ganda Wiguna; Ani Nida’ia Mustafida; Putu Praba Santika; Made Suci Ariantini; I Gede Iwan Sudipa
INFOKUM Vol. 10 No. 5 (2022): December, Computer and Communication
Publisher : Sean Institute

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Abstract

This research was conducted to determine customer satisfaction with the PLN Mobile application service by employing the Nave Bayes Classifier algorithm in order to precisely determine the level of customer satisfaction with the PLN Mobile application service based on customer data collected through the PLN Mobile application. Using a questionnaire issued to consumers who use the PLN Mobile application, the author collects data for this study. The purpose of the author's research is to acquire the outcomes of data analysis using the Nave Bayes Classifier equation. Class "Yes (Satisfied)" and Class "No (Not Satisfied)" were established by the authors of this study to measure consumer satisfaction with PLN Mobile application services. To determine the classification of satisfaction, the author employs the factors of gender, age, and occupation, in addition to sixteen of the author's own assertions. Based on studies utilizing the Nave Bayes Classifier, the authors obtained a precision of 90.48%.
Co-Authors I Gede Iwan Sudipa I Komang Arya Ganda Wiguna Made Suci Ariantini Putu Praba Santika