Algoritma Naïve Bayes Dalam Memprediksi Kepuasan Nasabah

Abstract

Customer satisfaction is very important in assessing the level of management and services provided by the bank. The purpose of this study is to predict customer satisfaction with the service quality of Bank BTN Pematangsiantar Branch in terms of Tangible, Reliability, Assurance, and Responsiveness. The sample of this study is the customer of Bank BTN Pematangsiantar Branch. Using the Naive Bayes algorithm, the author tries to predict customer satisfaction with the service quality of the bank. After manual calculations, verification is performed using RapidMiner software and a rule model is obtained. From the analysis process, it can be seen that the Naive Bayes algorithm can be implemented in predicting customer satisfaction with the service quality of the Bank. The testing carried out with RapidMiner software equipped with apply model and % Performance, and accuracy of 88% is obtained.