Jurnal Rifka Oktaviani 17191165

• RIFKA OKTAVIANI
• 2025

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The development of digital technology has encouraged the increased use of online service applications such as Gojek in everyday life. This study aims to analyze the level of satisfaction of Gojek application users by applying the C4.5 Decision Tree classification algorithm. The research method used is a quantitative approach with data collection techniques through the distribution of questionnaires to 40 active Gojek users residing in Harapan Mulia Village, Kemayoran, Central Jakarta. The research variables include five main indicators, namely Service System, Customer Expectation, Easy to Understand, User Friendly, and Perceived Quality. The questionnaire data was processed using RapidMiner software to form a classification model in the form of a decision tree. The analysis results showed that the C4.5 algorithm produced an accuracy of 83.33% with a Kappa value of 0.636, which indicates a good level of model reliability. The User Friendly attribute emerged as the root node of the decision tree, meaning that ease of use was the main determinant of user satisfaction with the Gojek application. The results of this study contribute to the development of data-based service quality improvement strategies and show that the C4.5 algorithm is effective in analyzing and predicting the level of satisfaction of digital application users.

• Keywords: User Satisfaction
• Gojek Application
• C4.5 Algorithm
• Decision Tree
• Data Mining.

https://repository.bsi.ac.id/repo/75467/Jurnal-Rifka-Oktaviani-17191165
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