Classification Model C.45 on Determining the Quality of Custumer Service in Bank BTN Pematangsiantar Branch

Abstract

Abstract This study aims to classify the quality of customer service at Bank BTN Pematangsiantar Branch. Data is obtained from the results of the customer questionnaire of Bank BTN Pematangsiantar Branch. Attributes used are 7, namely Age (C1), Job (C2), Old to Customer (C3), Tangiable (C4), Reliability (C5), Assurance (C6), Responsivenenss (C7). Motede used in this research is C4.5 Algorithm and assisted by Rapidminer software to make decision trees. From the results of the study, there were 5 rules for classification in determining the quality of customer service with 3 rules with satisfaction status and 2 rules with dissatisfied status. The C.45 algorithm can be used in the case of determining customer service quality of Bank BTN Pematangsiantar Branch with an accuracy of 77.78%. With this analysis, it is expected that Bank BTN can improve the quality of service to customer satisfaction.