Website Quality Analysis Using Webqual 4.0 Method And Importance Performance Analysis (IPA) For Improving The Service Quality

Abstract

The rapid development of technology has made website quality an important factor to consider in an organization. To find out the quality of a website, it is necessary to do a website quality analysis to evaluate whether it meets website standards and user expectations. The sample is the users of the kotasubang.com website analyzed using the WebQual 4.0 method, which measured by some instruments are usability quality, information quality, and service interaction quality that consists of 20 indicators and we used the importance-performance analysis (IPA) method regarding determined indicators/attributes that need improvement and maintenance. We use the Likert scale to get respondents' responses to the questionnaire. The results of the web equal index show that the website quality is categorized as good level, which means there is a good quality of kotasubang.com website. Nevertheless, the management should focus on the negative value of gaps in results that lead to some service quality still needing to be improved, such as clear interaction and relevant information. Meanwhile, the importance-performance analysis (IPA) results show that the prioritized indicators/attributes for quality improvement are easy navigation, interest layout, accurate and detailed information, and user data security. The finding implications could be used by website management as evaluation material in improving and maintaining the quality of its services and providing satisfactory service to users.