<![CDATA[Abstrak Kepuasanl pelanggan merupakanl hal yangl penting bagil e-commerce untukl mempertahankan dan meningkatkanl loyalitas lpelanggan. Penelitianl ini bertujuanl untuk menganalisisl kepuasan pelangganl e-commerce Shopee menggunakanl algoritma C4.5. Data penelitian diperoleh dari kuesioner yang disebarkan melalui jejaring sosial media Instagram dan WhatsApp. Dan terkumpul 120 data pengguna Shopee yang dikategorikan : puas, cukup puas, tidak puas. Terdapat atribut yang paling berpengaruh terhadap kepuasan pelanggan Shopee adalah kualitas pelayanan, kualitas produk, kecepatan pengiriman. Penelitian ini memberikan rekomendasi kepada Shopee untuk terus meningkatkan kualitas pelayanan, kualitas produk, dan kecepatan pengiriman. Hasil penelitian menggunakan algoritma C4.5 dapat memprediksi kepuasan pelanggan Shopee dengan tingkatl akurasi sebesarl 94,17%.denganl nilai class precisionl prediksi puasl sebesar 94,05%, prediksi cukup puas sebesar 95.45%.danl nilai class precisionl pada prediksil tidak puasl sebesar 91.67%. maka dapat disimpulkan pengujian melaui pengumpulan data dengan menerapkan Algoritma C4.5 dapat mengetahui Kepuasan pelanggan pengguna Shopee. Kata kunci: Kepuasan pelanggan, Shopee, Algoritma C4.5 Abstract Customerl satisfaction isl important for e-commerce tol maintain and increasel customer lloyalty. Thisl research aimsl to analyzel Shopee e-commerce customerl satisfaction usingl the C4.5 algorithm. Research data was obtained from questionnaires distributed via the social media networks Instagram and WhatsApp. And 120 Shopee user data was collected which were categorizedl as: lsatisfied, quite lsatisfied, not lsatisfied. Therel are attributesl that have thel most influence on Shopee customer satisfaction, namely service quality, product quality, delivery speed. This research provides recommendations for Shopee to continue to improve service quality, product quality and delivery speed. Thel results ofl research usingl the lC4.5l algorithm can predict Shopee customer satisfaction with an accuracy level of 94.17%. With a class precision value for satisfied predictions of 94.05%, quite satisfied predictions of 95.45%. and a class precision value for dissatisfied predictions of 91.67 %. So it can be concluded that testing through data collection byl applying thel C4.5l Algorithm can determine the customerl satisfaction ofl Shopee users..Keywords: Customer satisfaction, Shopee, C4.5 Algorithm.]]>
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