Mobile Business Analytics System for Service Level Analysis of Customer Relationship Decision (A Case Study PT Y)

Abstract

Business Analytics (BA), which is a part of the Business Intelligence (BI), is one form of analysis that can be used on determining the relationship between company and their customers. BA is a concept that also can be used to improve the relationship with customers based on analysis of data. This research aims to identify services that determine the level of customer satisfaction and the pattern of satisfaction level with the services, which the analysis will be integrated into the mobile application. System analysis must be done first before building the apps. Identification was done by distributing questionnaire against customers using Liker scale and the result was analysed using Relief method. The result of Relief would show the attributes that affect the level of customer satisfaction. Decision Tree is used to recognize the pattern of satisfaction level. Result shows that there are 9 from 18 attributes of service affecting customer satisfaction. There are six pattern for determining customer satisfaction level obtained from DT calculation. In addition, mobile applications containing the model to perform the analysis are build in Java Programming Language