Comparison of K-Nearest Neighbor (KNN) and Support Vector Machine (SVM) Algorithms in Predicting Customer Satisfaction

This study compares the K-Nearest Neighbor (KNN) and Support Vector Machine (SVM) algorithms in predicting customer satisfaction at Warung Makan Indomie (Warmindo). The research process consists of four stages, namely: data collection, data processing, model formation, and model evaluation. This study aims to compare the performance of two classification algorithms, namely K-Nearest Neighbor (KNN) and Support Vector Machine (SVM), in predicting customer satisfaction levels based on survey data. The evaluation was carried out using accuracy metrics and classification reports to determine the level of precision, recall, and f1-score of each algorithm. The evaluation results show that both algorithms have the same accuracy of 70%. KNN excels in f1-score in class 2 (0.70), while SVM excels in precision in class 2 (0.79). with an average score of both algorithms being 0.61. These results indicate that both KNN and SVM are feasible to use, depending on the performance priority per class