ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN ADMINISTRATIF DI KANTOR KECAMATANCIKARANG UTARA MENGGUNAKAN METODESERVQUAL BERBASIS ALGORITMA C4.5

Abstract

Good public services show that the government is running well, but so far, measuring public satisfaction at Cikarang Utara Sub-District Office has not been done properly and in an organized way. This study aims to classify the level of public satisfaction with administrative services, identify the main factors that influence it based on the SERVQUAL dimensions, and evaluate the accuracy of the model using the C4.5 algorithm. This study uses a quantitative approach by distributing a questionnaire to 105 people who have used the service before. After the data cleaning process was completed, there were 98 valid data entries that were processed using the RapidMiner tool. The data was analyzed using five aspects of SERVQUAL: reliability, responsiveness, assurance, empathy, and tangibles, as a basis for classifying the attributes. The result of the decision tree formation process shows that attribute E1, which is the Empathy dimension from the first question, is in the first position and becomes the root node. This shows that factors like empathy, such as when employees give extra attention and guidance to residents, are the main factors that affect public satisfaction. Evaluating the model's performance using the Accuracy method shows an accuracy rate of 66.33% and a classification error rate of 33.67%. This achievement shows that the C4.5 algorithm model is quite good and suitable for measuring the level of public satisfaction with administrative services at the Cikarang Utara Sub-District Office.