Customer Satisfaction Analysis of PLN Mobile Services Using the Naïve Bayes Classifier Method

I Komang Arya Ganda Wiguna (Institut Bisnis dan Teknologi Indonesia)
Ani Nida’ia Mustafida (Institut Bisnis dan Teknologi Indonesia)
Putu Praba Santika (Institut Bisnis dan Teknologi Indonesia)
Made Suci Ariantini (Institut Bisnis dan Teknologi Indonesia)
I Gede Iwan Sudipa (Institut Bisnis dan Teknologi Indonesia)

INFOKUM
Vol. 10 No. 5 (2022): December, Computer and Communication

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%.