Analysis of Customer Satisfaction with J&t Delivery Service in Semarang City Area with Naive Bayes Classifier Method

Abstract

J&T is a shipping service company, both in the form of documents and packages. J&T shipping services are very easy to use for shipping goods. However, nowadays many companies open package delivery services so that competition between delivery service companies is getting tougher. Customer satisfaction is one of the important factors that can increase the superiority of shipping service companies in the face of competition. So it is necessary to analyse customer satisfaction with J&T shipping services. This research applies data mining with the naïve bayes classifier algorithm to measure customer satisfaction with J&T shipping services with good accuracy. In this study using indicators of physical facilities, reliability, responsiveness, assurance, and empathy. In this study, data collection was carried out by distributing questionnaires to 100 user respondents who had used goods delivery services through J & T shipping services. The results of the questionnaire distribution will be processed with rapidminer. From this study resulted in a 90% accuracy rate, it can be concluded that customers are satisfied with the service using J & T shipping services.