ANALISIS KEPUASAN PELANGGAN TRANSPORTASI ONLINE (GOJEK) DI LINGKUNGAN KAMPUS MENGGUNAKAN ALGORITMA C.4.5

Abstract

Online transportation has become an important need for students to support mobility in the campus environment. Gojek, as one of the leading online transportation service providers in Indonesia, faces challenges in maintaining customer satisfaction, especially among students. This study aims to analyze the level of Gojek customer satisfaction in the campus environment and identify the factors that most influence it using the C4.5 algorithm. This algorithm was chosen because of its ability to build a decision tree based on relevant attributes to classify data accurately. Data were collected through questionnaires distributed to active Gojek student users. The variables used include price, driver partner friendliness, service speed, security, and ease of use of the application. The data obtained were then analyzed and classified using the C4.5 algorithm to form a Decision tree. These findings are expected to be input for service providers to improve the quality of service in the campus environment.