Perbandingan Clustering Berbasis RFM dan Implementasi K-Means untuk Segementasi Pelanggan Bisnis Laundry - Nibertin Zai; Audy Aldrin Kenap; Alfiansyah Hasibuan (Informatics Engineering Department of Halu Oleo University, 2026)
Bisnis laundry seperti Anty Laundry masih mengelola program loyalitas secara manual hanya mengandalkan frekuensi transaksi untuk menentukan pelanggan prioritas tanpa mempertimbangkan kebaruan dan nilai transaksi sehingga strategi pemasaran menjadi tidak tepat sasaran dan potensi retensi pelanggan bernilai tinggi tidak optimal. Penelitian ini membandingkan tiga metode clustering (K-Means, K-Medoids, dan Hierarchical Clustering) untuk segmentasi pelanggan prioritas berbasis analisis Recency, Frequency, dan Monetary (RFM), sekaligus mengimplementasikan metode terbaik dalam sistem informasi berbasis web. Data penelitian terdiri dari 2.549 transaksi valid dari 203 pelanggan unik periode Oktober 2024–Oktober 2025. StandardScaler digunakan untuk normalisasi data dan metode elbow menentukan jumlah cluster optimal (k=5). Evaluasi menggunakan Silhouette Score, Davies-Bouldin Index, dan Calinski-Harabasz Index menunjukkan K-Means mencapai hasil terbaik dengan nilai 0.5440, 0.5005, dan 282.18, mengungguli K-Medoids (0.4790, 0.7034, 145.52) dan Hierarchical Clustering (0.5141, 0.5239, 251.73). Lima segmen pelanggan teridentifikasi: Inactive Customer (36.95%), Regular Customer (49.75%), High Value Customer (11.82%), VIP Customer (0.99%), dan Top Spender (0.49%). K-Means diimplementasikan menggunakan Streamlit dengan segmentasi otomatis dan kemampuan ekspor untuk mendukung strategi pemasaran tepat sasaran per segmen. Laundry businesses such as Anty Laundry still manage loyalty programs manually — relying solely on transaction frequency to determine priority customers without considering recency and monetary value — resulting in poorly targeted marketing strategies and suboptimal retention of high-value customers. This study compares three clustering methods (K-Means, K-Medoids, and Hierarchical Clustering) for priority customer segmentation based on Recency, Frequency, and Monetary (RFM) analysis, while implementing the best-performing method in a web-based information system. The dataset consisted of 2,549 valid transactions from 203 unique customers covering October 2024 to October 2025. StandardScaler was applied for data normalization and the elbow method determined the optimal cluster number (k=5). Evaluation using Silhouette Score, Davies-Bouldin Index, and Calinski-Harabasz Index showed K-Means achieved the best results with values of 0.5440, 0.5005, and 282.18, outperforming K-Medoids (0.4790, 0.7034, 145.52) and Hierarchical Clustering (0.5141, 0.5239, 251.73). Five customer segments were identified: Inactive Customers (36.95%), Regular Customers (49.75%), High Value Customers (11.82%), VIP Customers (0.99%), and Top Spenders (0.49%). K-Means was implemented using Streamlit with automatic segmentation and export capabilities to support targeted marketing strategies for each segment.