Website Quality Analysis Using Modified Webqual Method and Importance Performance Analysis on SITU TAK Website

Abstract

Technological developments affect information services, such as website. Information services on the website make it easy to convey information widely. Therefore, the quality of the website can affect the information services. This research assessed one of Telkom University's academic service websites, namely SITU Student Activities Transcript (SITU TAK). The purpose of this study was to measure the quality of the website, user satisfaction, and the factors that can increase the user satisfaction. This study employed Webqual 4.0 method as the indicator and Importance-Performance Analysis (IPA) for grouping the factors based on the quadrant of IPA. Before grouping the data, the data first passed the validity test, reliability test, and gap analysis between user perceptions and expectations. Therefore, it can strengthen the conclusions and recommendations resulted from this study. After conducting this study, the final results were obtained, which stated that SITU TAK website still did not meet the expectations of its users. This can be seen in the results of the gap analysis calculation with a value of -0.63, which means that the level of importance or expectations of the users is still higher than the performance of the website.