Research on a satisfaction classification model based on the C5.0 algorithm

Abstract

Background: Likert-scale questionnaire data is widely used to evaluate satisfaction; however, in practical applications, both high classification accuracy and model interpretability are essential requirements. Rule-based machine learning methods provide the opportunity to satisfy both criteria simultaneously. Despite the rapid growth of research using machine learning for classification and prediction in recent years, there is a scarcity of studies employing the C5.0 classification algorithm for Likert-scale satisfaction data, which serves as the rationale for this study. Aim: To implement the C5.0 classification algorithm using a 10-fold cross-validation method to predict two levels of satisfaction (High/Medium) and to evaluate the model’s performance and interpretability. Materials and Methods: he study was conducted at the Department of Physics and Informatics, School of Bio-Medicine, MNUMS, utilizing satisfaction survey data from graduates majoring in Health Information Technology. Data consisting of four Likert-scale variables (V1–V4) were used. The C5.0 model was trained using a parametric grid search and evaluated within a 10-fold cross-validation framework using accuracy and a confusion matrix. Furthermore, IF–THEN rules were extracted from the final rule-based model, and the decision logic was visualized in the form of a flowchart. Results: The results indicated that the rule-based C5.0 model was selected as the optimal model, demonstrating stable performance throughout the cross-validation process. The confusion matrix results showed high precision in identifying the “High” satisfaction class. Among the generated rules, it became evident that variables V4 and V2 have the most significant influence on determining satisfaction levels. Conclusion: Utilizing the C5.0 algorithm within a cross-validation framework enables effective and intelligible classification of satisfaction based on Likert data. It was confirmed that the rule-based structure offers distinct advantages for model interpretation and decision-support applications.