Analisis Kepuasan Masyarakat Terhadap Proses Pengurusan Sertipikat Analog Ke Elektronik Menggunakan Metode Naïve Bayes
DOI:
https://doi.org/10.47065/bulletincsr.v5i5.758Keywords:
Naïve Bayes; Satisfaction Level; Electronic Certificate; Digital Public Services; ClassificationAbstract
The certificate media conversion program from analog to electronic implemented by the Ministry of ATR/BPN in Sejati Village requires evaluation to ensure its effectiveness. The main problem faced is the limited use of quantitative, data-driven analysis in identifying the factors that influence public satisfaction. This study aims to analyze the level of public satisfaction using the Naïve Bayes method to classify and predict the influence of related variables. Data were obtained from 250 respondents through questionnaires based on digital public service indicators, covering demographic variables, perceived benefits, obstacles, support, service speed, and procedural simplicity. The results show that the level of public satisfaction is in the high category, with procedural simplicity and service speed proven to be the most significant variables influencing satisfaction prediction. The Naïve Bayes model achieved an accuracy of 94%, demonstrating its effectiveness in predicting satisfaction levels. These findings serve as a basis for improving policies and strategies to enhance the quality of digital public services, particularly in the implementation of electronic certificate media conversion in the future.
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