University Student Satisfaction Analysis on Academic Services by Using Decision Tree C4.5 Algorithm (Case Study : Universitas Putra Indonesia "yPTK" Padang)

Abstract

Satisfaction is a dynamic process which can affect many things. Satisfaction can be achieved from many aspects. In higher education, student as a main customer and consumer of the university which has big role in growth of the university needs to be satisfied. Student satisfaction will have an impact to the sustainibility of the university. Where satisfaction generally gotten from the services given by the university. This research focus on academic services by the university. Attributes of service quality such as tangibles, reliability, responsiveness, assurance, empathy and information system (as a new additional attribute which is rarely analyzed) are used to measure student satisfaction level. Data has been collected by distributing questionnaires to 100 UPI YPTK Padang students and then processed with decision tree c4.5 algorithm. The result revealed 82 students were satisfied and the remaining 18 students were dissatisfied. Moreover, 95% accuracy algorithm is obtained and categorized as very good classification.