Decision Tree-Based Predictive Model Development for RumahNet Customer Satisfaction Analysis in West Jakarta
Abstract
The rapid growth of information technology has amplified the demand for fast and reliable internet services, particularly in urban centers such as West Jakarta. This study aims to design a predictive model of customer satisfaction for RumahNet’s Fiber to the Home (FTTH) services by applying the Decision Tree (C4.5) algorithm. A survey of 250 active subscribers was conducted using a Likert-scale questionnaire distributed through Google Forms, capturing perceptions of internet speed, connection stability, pricing, and technical support. The dataset was processed and analyzed using RapidMiner Studio within the Knowledge Discovery in Databases (KDD) framework. Results show that the model achieved an accuracy of 85.33%, precision of 91.93%, recall of 90.47%, and an F1-score of 91.18%. The decision tree revealed that internet speed and connection stability were the most critical determinants of satisfaction, followed by pricing and responsiveness of customer service. These findings suggest that prioritizing technical reliability while maintaining affordability and responsive support is essential for strengthening loyalty and reducing churn. The research demonstrates that Decision Tree modeling not only provides high predictive accuracy but also offers clear interpretability, making it a valuable tool for data-driven decision-making in the ISP sector.
Article Discovery & Scholarly Lookup
DOIAuthor Biographies
Informatics Engineering Study Program, Sekolah Tinggi Ilmu Komputer Cipta Karya Informatika, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
Informatics Engineering Study Program, Sekolah Tinggi Ilmu Komputer Cipta Karya Informatika, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
How to Cite
License & Copyright
This work is licensed under a Creative Commons Attribution 4.0 International License.
This is an open-access journal. All articles are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Creative Commons Attribution 4.0 International (CC BY 4.0)Under this license, you are free to:
- Share: copy, distribute, and transmit the work in any medium or format.
- Adapt: remix, transform, and build upon the work for any purpose, even commercially.
You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
Copyright and Retention Copyright & Retention Authors retain copyright without restrictions and grant this journal the right of first publication under an open-access model. The journal retains non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.References
Total: 16 References- Atrisia, M. I., Fatkar, B., Tiara, A., & Astuti, S. (2024). Assessing the impact of pricing, service, and product quality on Telkomsel customer loyalty. Petra International Journal of Business Studies, 7(1), 38–47. https://doi.org/10.9744/petraijbs.7.1.38-47
- Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
- Jollyta, D., & Hendri, A. H. E. H. M. S. (2023). Algoritma klasifikasi untuk pemula: Solusi Python dan RapidMiner. Deepublish.
- Deviana, M. E., & Tjahjaningsih, E. (2022). Pengaruh citra perusahaan dan kualitas layanan terhadap loyalitas dengan kepuasan sebagai mediasi pada pelanggan PT Indonesia Comnets Plus regional Jawa bagian tengah. SEIKO: Journal of Management & Business, 5(2), 454–466. https://doi.org/10.37531/sejaman.v5i2.2218
- Hanggiasyifa, I., & Yulianto, A. E. (2021). Pengaruh kualitas layanan terhadap kepuasan pelanggan PT First Media Tbk di Surabaya (Skripsi). Sekolah Tinggi Ilmu Ekonomi Indonesia (STIESIA), Surabaya.Insani, K., & Alijoyo, F. A. (2024). Bisnis jaringan internet fiber optic di era digitalisasi untuk pemerataan infrastruktur telekomunikasi. Jurnal Teknologi dan Sistem Informasi Bisnis, 6(4), 799–805. https://doi.org/10.47233/jteksis.v6i4.1572
Similar Articles
Explore related articles published in this journal.