Journal of Soft Computing Exploration
Vol. 3 No. 2 (2022): September 2022

Classification of potential customers using C4.5 and k-means algorithms to determine customer service priorities to maintain loyalty

Syani, Nur Hazimah (Unknown)
Amirullah, Afif (Unknown)
Saputro, Meidika Bagus (Unknown)
Tamaroh, Ilham Alzahdi (Unknown)



Article Info

Publish Date
30 Sep 2022

Abstract

The increasing competition among Middle-Class Micro Enterprises (MSMEs) is a problem because business actors must improve techniques and strategies to maintain customer satisfaction, and the number of customers continues to increase. Customers are an essential asset for the company. To maintain customer loyalty with promising prospects for the company, a strategy is needed to support this. Strategies such as service prioritization can be used to maintain customer loyalty. This research was conducted to classify customers who are estimated to have good prospects for the company so that service priorities are not mistargeted by utilizing 1683 data from store By.SIRR, a fashion store in Semarang, Indonesia contains five attributes, and customers are classified and are estimated to have promising prospects for the company. Data mining methods use the C4.5 and K-Means algorithms to classify the classification process. The research resulted in the grouping of customers into four categories: potential lover, flirting, faithful lover, and spiritual friend. From the validation test conducted using the Confusion Matrix Validation method, the classification results get an Accuracy of 97.70%.

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Journal Info

Abbrev

joscex

Publisher

Subject

Computer Science & IT

Description

Journal of Soft Computing Exploration is a journal that publishes manuscripts of scientific research papers related to soft computing. The scope of research can be from the theory and scientific applications as well as the novelty of related knowledge insights. Soft Computing: Artificial ...