User Satisfaction Analysis of the E-Berpadu Website at the Bekasi District Court Using the C4.5 Algorithm

Muhammad Fikri Hidayat; Eva Rahmawati; Sri Diantika

doi:10.59934/jaiea.v6i1.2730

Authors

Muhammad Fikri Hidayat Bina Sarana Informatika University
Eva Rahmawati Bina Sarana Informatika University
Sri Diantika Bina Sarana Informatika University

DOI:

https://doi.org/10.59934/jaiea.v6i1.2730

Keywords:

C4.5 Algorithm; Data Mining; Decision Tree; e-Berpadu; e-Government; User Satisfaction

Abstract

The development of electronic government (e-government) has encouraged public institutions to improve the quality of digital services to provide more effective, transparent, and user-oriented services. One implementation is the e-Berpadu (Integrated Electronic Criminal Case Files) website developed by the Supreme Court of the Republic of Indonesia to support electronic criminal case administration. This study aims to measure user satisfaction with the e-Berpadu website at the Bekasi District Court, develop a user satisfaction classification model using the C4.5 algorithm, and identify the factors influencing user satisfaction. The study employed a quantitative method with a data mining approach involving 265 respondents. The research variables consisted of System Quality, Information Quality, Service Quality, and System Use. The research process included data cleaning, transformation, labeling, data selection, an 80:20 data split, C4.5 model development, and performance evaluation using accuracy, precision, recall, and F1-score. The results showed that 96.23% of respondents were satisfied, while 3.77% were dissatisfied. The pruned C4.5 model achieved an accuracy of 98.11%, precision of 98.15%, recall of 98.11%, and an F1-score of 97.81%. Information Quality, particularly the clarity of feature usage instructions (IQ2), was identified as the most influential factor, followed by System Use (SU2), Service Quality (SV2), and System Quality (SQ2). These findings provide valuable insights for improving the quality of the e-Berpadu website.

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