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Vol.3 No.1 January 2022  

Buana Information Tchnology and Computer Sciences (BIT and CS) 

 

11 | Vol.3 No.1 January 2022 

 

Design of Customer Satisfaction Application at BCA Kcp 

Rengasdengklok Using C.45 Algorithm Method
 

 

April Lia Hananto 1  

Study Program 

Information System 

Faculty Of Engineering And Computer 

Science, Universitas Buana Perjuangan 

Karawang 

aprilia@ubpkarawang.ac.id   

 Shofa Sofiah Hilabi 2 

Study Program 

Information System 

Faculty Of Engineering And Computer 

Science, Universitas Buana Perjuangan 

Karawang 

shofa.hilabi@ubpkarawang.ac.id 
 

 

 ‹β› 

 Detrie Noviani 3 

Study Program 

Information System 

Faculty Of Engineering And Computer 

Science, Universitas Buana Perjuangan 

Karawang 

detrienoviami@mhs.ubpkara wang.ac.id  

Abstrak—Bank BCA selalu meningkatkan kualitas layanan 

sesuai dengan slogan “Senantiasa Disisi Anda”. Penilaian 

tersebut terdiri dari 4 atribut (waktu, akurat, fokus dan kepuasan). 

Setiap atribut memiliki bobot nilai angka 1 (sangat tidak puas) 

sampai 5 (sangat puas). Penilian tersebut masih dilakukan secara 

manual (menggunakan kertas), oleh sebab itu penulis pada 

penelitian ini menggunakan algoritma C.45 dengan dilakukan 3 

kali pengujian sehingga menghasilkan klasifikasi yang diperoleh 

bahwa nilai akurasi yaitu mencapai 88,75% dengan nilai AUC 

yaitu 0, 744 dan pengujian pada aplikasi yang dibuat 

menghasilkan 0,722. Dapat disimpulkan bahwa penilaian layanan 

di BCA KCP  Rengasdengklok termasuk kelompok klasifikasi 

yang cukup baik dikarenakan nilai AUC-nya antara 0.70-0.80. 

Kata kunci: Pelayanan, Algoritma C4.5, Klasifikasi 

Abstract—Bank BCA continuously improves service quality 

following the slogan “Always by your side”. The assessment 

consists of 4 attributes (time, accuracy, focus, and satisfaction). 

Each feature has a weighted value of 1 (very dissatisfied) to 5 

(delighted). The assessment is still done manually (using paper). 

Therefore the authors in this study used the C.45 algorithm with 

three tests carried out to produce a classification obtained that 

the accuracy value reached 88.75% with an AUC value of 0.744, 

and testing on the application that was made resulted in 0.722. 

It can be concluded that the service assessment at BCA KCP 

Rengasdengklok belongs to a reasonably good classification 

group because the AUC value is between 0.70-0.80. 

Keywords: Service, C4.5 Algorithm, Classification 

 

I. INTRODUCTION 

  Banking, commonly referred to as a bank, is a business 
entity that provides financial services for all levels of society. 
According to Law Number 10 of 1998, "Bank is a business 
entity that collects public funds in the form of savings and 
distributes them to the public in the form of credit and or other 
forms to improve people's living standards [1]. 

  Bank BCA is the largest private bank in Indonesia, 
established in 1957. In providing services to the banking 

world, it always wants to provide the best service for 
customers to maintain and for the long-term sustainability of 
a company. Customers judge the service on what they receive 
with what they expect [2]. The way to provide the best service 
to customers is to establish good relationships with customers 
and accept complaints felt by customers to improve service 
quality. The hope of every bank is customer satisfaction to 
develop the long-term sustainability of a company. As Bank 
BCA's commitment is "Always By Your Side". 

  The benchmark for the service quality of BCA KCP 
Rengasdengklok there is four attributes, namely as follows: 
Time (Time), Focus (Focus), Accuracy (Accurate), and 
Satisfaction (Satisfaction). Of the four attributes above are 
mainstays that must be done to improve service quality at 
BCA KCP Rengasdengklok. In improving the quality of 
service to customer satisfaction, when the customer finishes 
a transaction, several questions and answers are given in 
numbers 1, namely Very Dissatisfied (STP), to 5, namely 
Very Satisfied (SP). This assessment data must be managed 
properly by a web-based system to make it easier for 
customers to provide assessments and make it easier for each 
employee to make reports and find out the quality of services 
that have been provided. 

  The procedure that is running at the branch at the time of 
providing an assessment by customers is still manual, namely 
using paper by filling out a survey form manually, where the 
data is in the form of an archive so that it is vulnerable to 
damage and loss, therefore it is necessary to have an 
application with better storage (database) and safe. The 
reports generated on the service assessment are not timely 
(real-time). Therefore it takes a long time to find out the 
results of the report. 

  Meanwhile, to analyze and manage the data using data 
mining to produce an information [3]. In analyzing this 
research, the information obtained uses the classification and 
calculation methods algorithm C4.5 to produce a decision 
tree to determine the level of service satisfaction. Ramadhan, 
in his research using the C.45 algorithm method with 
rapidminer tools, produces an accuracy value of 96.50% [4]. 



 

12 | Vol.3 No.1, January 2022 

 

Meanwhile, Febriyanto [5] and Dhika [6] Their research 
using data mining classification resulted in the same accuracy 
value, namely 91%. In addition, [7] also tested customer 
satisfaction and obtained 93.33% accuracy results with the 
Excellent Classification criteria in the Confusion Matrix. Not 
only determining customer satisfaction but the C4.5 
algorithm method can also be used in determining the 
decisions of scholarship recipient students, resulting in a 
decision tree, namely 14 students who deserve scholarships 
[8].  

  As for determining the satisfaction of BRT Bus 
passengers using the C4.5 algorithm method, the accuracy 
results are 95%, indicating that the satisfaction of the BRT 
bus is very good [9]. Thus, the study shows that the C4.5 
algorithm is very suitable for measuring customer/customer 
satisfaction. 

  This study examines customer satisfaction regarding the 
services that have been provided. To determine the level of 
customer satisfaction using the C4.5 algorithm method, the 
C4.5 algorithm calculation using RapidMiner tools and 
programming languages in building applications, namely 
PHP and MySQL as the database. Based on the explanation 
of the problem, the authors chose the title "Designing 
Customer Satisfaction Applications at BCA KCP 
Rengasdengklok Using the C4.5 Algorithm Method" [5]. 

 
II. METHOD 

A. Bank 

  The definition of a bank as regulated in law number 10 of 
1998 concerning banking is "a business entity that collects 
public funds in the form of savings and distributes them to 
the public in the form of credit and or other forms in order to 
improve the standard of living of the community.[1] The 
definition of a bank according to another opinion is an 
institution in carrying out financial activities needed by the 
community. [10] 

B. Service 

  According to the Big Indonesian Dictionary, it is stated: 
"Services are matters and conveniences provided in 
connection with" buying and selling goods and services” 
[11] according to Tjiptono in the journal [12] “Consumer 
satisfaction as a conscious evaluation or cognitive 
assessment concerns whether the product performance is 
relatively good or bad or whether the product is suitable or 
not suitable for the intended use”. Meanwhile, according to 
another opinion, service is an attitude that is expected and 
results in the reality of a consumer's desire so as to form a 
service quality. [2]. 

C. Customer Satisfaction 

Consumer satisfaction is very important because it can be 
profitable and makes competition within a company [7]. 
Meanwhile, according to Kotler, consumer satisfaction is a 
feeling of the expected reality [2]. 

D. Data Mining 

Data Mining is a term used to describe the discovery of 
knowledge in databases" [13]. Meanwhile, according to 
Pramudiono, namely "Automatic analysis of large or 
complex data with the aim of finding important patterns or 
trends that are usually not aware of their existence" [14]. 

Another opinion reveals that data mining is a technique in 
learning to analyze and knowledge [15]. 

E. Classification of Data Mining 

Classification is a process of grouping data that will 

be used to predict data in a decision tree that does 

not yet have a certain data class [5]. The steps in 

preparing KDD, namely: data cleaning, data 

integration, data selection, data transformation, 

data mining, pattern evaluation, knowledge 

presentation. The levels of classification in data 

mining (Gorunescu, 2011) are: 

a. 0.90-1.00 = very good 

b. 0.80-0.90 = good 

c. 0.70-0.80 = enough 

d. 0.60-0.70 = bad 

e. 0.50-0.60 = wrong 

F. Algoritma C4.5 

 Decisions so as to produce the best and significant 
accuracy values. Meanwhile, according to [3] the c4.5 
algorithm is the development of IDE3 to create a decision tree 
with processed data. 

The first step is to calculate the entropy, the formula is as 
follows: 

𝑛 

𝐸𝑛𝑡𝑟𝑜𝑝𝑦(𝑆) = ∑ − 𝑝𝑖 𝑙𝑜𝑔2 𝑝𝑖 

𝑖=1 
Description: 

S  = case set  

n  = number of partitions S 

pi = the proportion of Si to S 

 To make a decision tree, you must first choose the root by 
determining the highest gain value, the formula is: 

 

Description: 

S  = case set              

A = feature 

n = number of attribute partitions A 

|Si| = proporsi the proportion of Si to S 

|S| = number of cases in S 

 In this study there is a flow of research methods in data 
collection and system development. The flow of the research 
method specified in the waterfall method is as follows: 



 

13 | Vol.3 No.1, January 2022 

 

 

 

Figure 2 Research Method Flow 

 

III. RESULTS AND DISCUSSION 

Data processing in designing customer satisfaction 
applications to get accurate results is carried out with 2 tests, 
namely manual testing using rapidminer tools and testing 
using a system designed using the PHP programming 
language with a codeigniter framework and a database using 
mysql. In the depiction of the design using UML modeling 
which consists of use case diagrams, activity diagrams, class 
diagrams and sequence diagrams. The flowmap of the 
proposed system for customer satisfaction applications is: 

 

Figure 3 FLowmap System 

1. Data Collection 

  In the process of data collection will be explained to 
design and develop the system in this study. Data 
collection is done by using 

stages of literature study, observation, interviews 
and questionnaires 

2. System Design 

The following is a design model for customer satisfaction 

applications: 

3. Use Case Diagram 

  The function of the use case diagram is to describe the 
usability of a system. The following is a proposed use case 
diagram for a service quality application: 

 

Figure 4 Usecase Diagram 

 

4. Activity Diagram 

  The activity is carried out by the user, namely the 
customer, starting from the user selecting the questionnaire 
then the system will display the questionnaire, the user can 
fill in the questionnaire correctly and the system will save the 
answers from the completed questionnaire. Activity Diagram 
for Filling the Questionnaire as follows: 

Figure 5 Activity Diagram 

5. Class Diagram 

Class System diagram of the proposed application of 

customer satisfaction with services at BCA KCP 

Rengasdengklok, as follows: 

 
 



 

14 | Vol.3 No.1, January 2022 

 

 

Figure 6 Class Diagram 

6. Sequence Diagram 

Sequence Diagram describes a process performed by each 
user as messages sent and received. Sequence diagram of the 
proposed service quality application system, namely: 
 

 

Figure 7 Sequence Diagram 

 

7. System Implementation 

  In addition to system design, the interface design for the 
customer satisfaction application aims to describe an 
application display design that will be implemented using 
pencil tools, as follows: 

 

Figure 8  Customer Satisfaction Survey Design 

  Implementation of the system in the first stage using 
rapidminer tools, carried out 3 times of testing. Data 
obtained by 100 respondents by distributing questionnaires 
on March 17 - April 6 2021 through a system that has been 
created. Taken 80 data (calculation of the sample using data 
solve) as a sample in 

this research. The data to be processed using rapid miner is 
as follows: 

Table 1 Data that will be imported to Rapidminer 

Nama Waktu Akurat  Fokus Kepuasan  Layanan 

Polynominal Integer Integer Integer Integer Binominal 

Id Attribute Attribute Attribute Attribute Label 

Iqbal 5 5 5 5 Satisfied  

Andri Mulyadi 5 5 5 5 Satisfied  

Vustikawati 
Aulia 

5 5 5 5 Satisfied 

Abdulmalik 5 5 5 5 Satisfied 

.. .. .. .. .. .. 

Vinka Syafana 3 2 2 2 Not Satisfied 

 

After the decision tree processing using rapidminer tools is 
complete, it will produce a decision tree as follows:  
 

 

Figure 9 Decision Tree Results 

Tests carried out 3 timeswith k-fold validation 10, k-fold 
validation 5 and k-fold validation 3. The results of 3 tests 
using rapidminer tools are as follows: 

Table 2 Results of  Data Analysis 

 Using Rapidminer 
 

K-Fold 
Validasi 

Accuracy Precision Recall AUC 

10 85,00% 87,88% 93,55% 0,526 

5 86,25% 88,06% 95,16% 0,568 

3 88,75% 89,55% 96,77% 0,744 

 

Based on the table above, the smaller the validation value, 
the higher the accuracy value obtained. The AUC value 
obtained at validation 3 is 0.744, based on the classification 
level 0.70-0.80 = enough. It can be concluded that the 
services at BCA KCP Rengasdengklok on 17 March – 6 
April 2021 are quite satisfactory. 

Based on the results of analysis and testing that produces a 
decision tree and rules that are formed, the next step is to 
implement it into a program that has been made using the 
PHP programming language with the PHP framework and 
MySQL database; it looks like this:: 

1. Login Page 
  On the login page for admins and employees, users who 
will access the application must first log in by entering 

 



 

15 | Vol.3 No.1, January 2022 

 

registered username and password. The display is as follows: 
 

Figure 10 Login Page 

2. Register Page 
  For users who do not have an account to login and access 
the application, they must first register on the register form. 
Display registers are as follows: 

 

Figure 11 Register Page 

3. Customer Survey Results Page 
  Customers who have filled out the questionnaire will be 
stored in the database and displayed in the administrator on 
the customer survey results menu. The customer survey 
result page is as follows: 

 

Figure 12 Customer Survey Results Page 

4. Algoritma C45 Page 
  On the c4.5 algorithm page displays the results of 
entropy, gain and also the conclusion of the assessment 
results that have been given by the customer. The c45 
algorithm page is as follows: 

 

 

Figure 13 Algoritma C4.5 Page 

 

Figure 14 C4.5 Algoritma Algorithm Results Page 

5. Questionnaire page for customers 

This questionnaire page is filled out by customers who 

have transacted at Tellers and CSOs. Here's how it looks: 
 

Figure 15 Customer Questionnaire Page 

 

IV. CONCLUSION 

Some conclusions from the research this: 

1. The developed web-based application can simplify 

evaluating staff performance at the Contact Center of PT. 

XYZ. The calculation method in the application follows 

the provisions or standards that exist in the internal 

organization, both the targets to be achieved and the 

assessment reference. 

2. The application developed can help staff monitor work 

achievement every month. So that if there are poor work 

achievements in the previous month, staff can find out 

more quickly and make performance improvements in the 

following month. In addition, the application can also be 

helpful for department heads if a special evaluation is 

needed for staff based on final grades. 

 

 

 

 



 

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