Implementation of C4.5 Algorithm for Analysis of Service Quality in Companies of PT. XYZ

Currently the world's automotive companies are increasing and the development of these companies is very fast, various car companies compete in releasing their products. Resulting in competition in the automotive business world. One of the automotive companies examined in this study was PT. XYZ In the company PT. The XYZ strategy used to attract customers is to consider the quality of their services. If the quality of PT. XYZ is good, so customers will be interested in buying Suzuki products and are loyal to the services provided by Suzuki. Because the customer is an assessor of service quality, in this study researchers used the C4.5 algorithm to measure the quality of services at PT. XYZ The method of collecting datasets is to use surveys. Then the data will be processed using the C.45 algorithm, the company can find out what attributes can determine the quality of good or bad service. The dataset is 500 records, in which researchers use a percentage of 60% for training data and 40% for testing data. From the trial results there is obtained an accuracy of 90%, Precision of 94%, Recall of 95%, and F-Measure of 94%. From the results of the study using the C4.5 algorithm in the existing dataset obtained 10 rules consisting of 3 rules with good service quality conclusions and 7 rules with poor service quality conclusions. This rule will be used to analyze the company's service quality to customers, which are the attributes that influence and the most dominant determines the quality of service.