Implementasi Algoritma K-Means dalam Menentukan Clustering pada Penilaian Kepuasan Pelanggan di Badan Pelatihan Kesehatan Pekanbaru

Abstract

This research discusses the implementation of the K-Means algorithm in determining clustering in customer satisfaction assessments at the Pekanbaru Health Training Agency. Customer satisfaction is the level of a person's feelings to perceive the comparison between the consumer's impression of the level of product and service performance and the customer's or buyer's expectations. The aim of this research is to see the level of customer satisfaction with the Pekanbaru Health Training Agency (Bapalkes) services using K-means clustering and how high the level of customer satisfaction is using the K-means Clustering method. In this research, the data used is Health Training Center customer data from 2019 and 2023. Data was collected through questionnaires distributed via Google form. Creating a rule model for the collected data using the k-means algorithm and rapidminer software. From the research results obtained using the K-Means algorithm in clustering customer data, it can provide customer segmentation results that are in line with expectations, so that the Pekanbaru Health Training Agency can easily understand the characteristics of its customers based on their clusters and their satisfaction. Then, using the elbow and Davies Bouldin methods, we also provide a solution for selecting the right number of clusters so that performance is more optimal and produces more accurate customer segmentation results. From the calculations of the k-means algorithm, it was obtained that the response value was very dominant at 259 who expressed satisfaction and 44 people who expressed dissatisfaction from 303 customers, so that the k-means algorithm used sensitivity and specificity tests, 86% expressed satisfaction and 14% expressed dissatisfaction with services provided by the Pekanbaru Health Training Agency.