Analysis of Field Work Practice Information System Service Quality Using The Webqual 4.0 Method and Importance Performance Analysis

Abstract

In the current digital era, the quality of website services is a crucial factor in supporting the effectiveness and efficiency of information systems, including the Information Systems Study Program Field Work Information System (SIPKL) at Universitas Terbuka. However, currently there is no in-depth evaluation of the quality of SIPKL services from a user perspective. This research aims to review the service quality of the SIPKL website as a whole and measure the level of user satisfaction with the services provided. To achieve this goal, the WebQual 4.0 method is used which measures three main dimensions of service quality, namely usability, information quality, and interaction quality. In addition, the Importance Performance Analysis (IPA) method is applied to evaluate the importance and performance of each service attribute being measured, so as to identify areas that require improvement. Data was collected through a survey with 100 respondents from Information Systems study program students who had used the SIPKL website. The research results show a value of 101.6% for the level of conformity, which indicates that the SIPKL website service performance has met or even exceeded user expectations and interests. Meanwhile, the gap value is categorized as "Good" with a positive value of 0.08 or >0. Indicators that require improvement are in quadrants II and III. Overall, this research provides strategic recommendations for SIPKL website managers to improve service quality so that it is more optimal in supporting students' needs in undergoing PKL.