Website Service Quality Research Articles

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

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.

Analysis of HNI Website Service Quality Using Webqual 4.0 and Importance-performance Analysis (IPA) Methods in Sei Beduk District, Batam City

In the advancement of information technology (IT), websites have become an important component. Halal network international (HNI) is one of the halal network business companies in Indonesia that focuses on herbal products. In companies In the field of herbal medicine companies like HNI prioritize customer satisfaction. The use of a website is one of HNI’s means of promoting and providing information about the world around HNI. This study aims to analyze each variable of webqual 4.0 and the gap between the expectations of HNI website users and the services provided by the HNI website. The method used is website quality 4.0 analysis (usability quality, information quality, service quality) and importance-performance analysis (IPA). The number of respondents in this study were 150 people. The results show that the HNI website has met the requirements as one of the e-commerce that can be used as one of the websites that can be developed in the future. In addition, the HNI Website can be used as a profitable side business for now and in the future. However, in the development of this website, it still needs to make improvements by providing more information, being up-to-date, and accurate information so that it can provide more positive value for users/agents. Keywords: importance-performance analysis, HNI, webqual 4.0, website

Pengukuran Kualitas Layanan Sistem Informasi Poliklinik (SIPOLINK) dengan Metode Webqual 4.0

The Polyclinic Information System (SIPOLINK) is designed to improve the quality of patient service by monitoring medical records more effectively and efficiently at the West Kalimantan Provincial Government Polyclinic. As an agency that handles health problems, the application of SIPOLINK provides significant added value for primary services, especially for users, namely all employees at the Polyclinic. This study aims to assess the quality of the SIPOLINK website services with the goal of improving service delivery to the community. The method used is Webqual 4.0, which includes three variables: usability quality, information quality, and interaction quality. Primary data was collected through a Likert scale questionnaire with 24 statements distributed to 30 respondents. Data analysis was conducted using descriptive statistical methods. The results indicate that interaction quality does not affect user satisfaction, while usability quality and information quality have a significant impact. The quality of SIPOLINK services affects user satisfaction by 87.3%, indicating that improvements in these areas can significantly enhance service delivery to the community.

Quality Analysis of SMA Negeri 1 Sokaraja Website using Eye Tracking Method

The role of websites in academic management and enhancing the reputation of a company or institution is very important. The quality of website services also has a crucial role in the world of education. Based on the results of interviews with the person in charge of the SMA Negeri 1 Sokaraja website, it was found that there were problems, namely the satisfaction of website users was not yet known and there were several pages that were not responsive, such as in the homepage/home area, which needed to be improved or optimized. This research involves a number of respondents who will give their views on the SMA Negeri 1 Sokaraja website. The analysis results obtained from this research are expected to provide a clear understanding of the extent to which this website meets the quality standards set by the Eye Tracking method. In addition, the analysis results will also provide a detailed evaluation of each aspect of the website's quality. In this research, the Eye Tracking method is used to measure where users look, how long they look, and the order in which they look. There are aspects of usability measurement, namely efficiency, effectiveness and satisfaction. SMA Negeri 1 Sokaraja website users are the respondents of this research. The results of usability testing with the USE Questionier method with a feasibility percentage of 84.17% with a very feasible category which means the website is very feasible for users. The results of usability testing with the eye-tracking method that each task is well received by users, but the effectiveness of delivering information reaches a score of 73.14, this score is classified as quite effective

The Effect of Website and Internet Benefit on E-Customer Loyalty in E-Commerce

Establishing e-customer loyalty in e-commerce, which is the form of commerce of our age, is quite difficult compared to traditional commerce. There are many options for customers. In this context, e-commerce businesses should design their websites according to the wishes and needs of their customers to gain an advantage over their competitors. This study aims to reveal the effect of information quality, system quality, service quality, and user friendliness of e-commerce websites and the net benefit on e-customer loyalty. To examine these variables, a questionnaire was applied to 506 customers of a shopping mall in Istanbul with 8 branches. The collected data were analyzed with statistical package programs used in the social sciences. A positive and significant relationship was observed between website information quality, website system quality, website service quality, website user-friendliness, net benefit, and e-loyalty. As a result of the regression analysis, a positive and significant effect of the website's information quality, system quality, service quality, user-friendliness, and net benefit on e-customer loyalty was observed. Information quality alone does not affect e-customer loyalty. The disclosure rate of the model is 87.5%.

The influence of service quality on the Aceh government SIGAP website

The Aceh Government's SIGAP website can also be measured by looking at service quality. The influence of service quality on the Aceh Government's SIGAP website as a form of E-Governance application in collecting data and information about Villages. The aim of this research is to analyze the influence of Involvement, Responsiveness, Reliability, and Security on Service Quality of the SIGAP website and to analyze the influence of Service Quality on E-Government. The research method uses probability sampling techniques with stratified random sampling. Research questionnaires were distributed to 6 districts/cities in Aceh Province with a research sample of 128 respondents. Data analysis in this study used Partial Least Squares with the SmartPLS.3.0 application. The research results show that involvement has a positive and significant effect on service quality. The influence of Responsiveness, Reliability, and Security on service quality has a positive but not significant effect. Meanwhile, the influence of service quality on E-Government has a very positive and significant influence.

EVALUASI PENGUKURAN WEBSITE LEARNING MANAGEMENT SYSTEM MENGGUNAKAN METODE WEBQUAL 4.0 PADA SMK NEGERI 2 KURIPAN

This study aims to evaluate the measurement of service levels and user satisfaction of theLearning Management System of SMK Negeri 2 Kuripan using the WebQual 4.0 method. To find outand identify the significant influence of the Learning Management System service quality on service qualityand user satisfaction with perceptions measured using the variables approach in WebQual 4.0.This study uses the Learning Management System website object at SMK Negeri 2 Kuripanwith the www.smkn2kuripan.id page, with a sample of 204 respondents, namely teachers and students.the method used to evaluate the calculation of perception with the WebQual approach and variables aswell as the calculation of multiple linear regression analysis and science.
 The results of the study indicate that there is a positive and significant and insignificantrelationship between the variables of website service quality. level of satisfaction. and intensity of use thatform the conceptual model of the study. So to improve service quality and user satisfaction. it is necessaryto maintain consistency in service performance by conducting periodic evaluations and perceptualinteractions with users. And what needs to be considered is related to the ease of Usability. InformationQuality. and Service Interaction Quality on the website. The results of the research are expected to helpthe website manager of SMK Negeri 2 Kuripan to evaluate improvements and develop service qualityimprovements based on user responses/perceptions in accordance with the expectations of users of SMKNegeri 2 Kuripan.

Evaluation of the Service Quality of the Jaticempaka Village Website, Bekasi City, Using the PIECES Method

Government agencies have widely used advances in information technology in the modern era to improve public services. Websites have become one of the popular media for accessing information. Jati Cempaka Village, Bekasi City, is one of the institutions that has implemented websites to provide, convey, and publish public information in the context of good governance. This research aims to understand, analyze, and improve the quality of local government website services to support transparency, community participation, and more efficient and effective services. Provide recommendations for appropriate improvements or enhancements to improve the service quality of the Jati Cempaka Village website so that it can provide better benefits to the community and users. The research method used is the PIECES method, which can be used to review and evaluate information systems in an organization, company, or institution. This method analyzes several aspects: performance, information, economy, security, efficiency, and service. In addition, the PIECES method helps analyze the quality of website services with a structured approach and can provide concrete guidance for necessary improvements. User satisfaction based on the analysis of website quality using the PIECES method, it can be concluded that the quality of website-based information services provided by Jati Cempaka Village, Bekasi City, as a community media is considered good. The results of this research can also guide the authorities in Jati Cempaka Village to improve the quality of their website services to provide better benefits to the community and users.

An Empirical Study Based on Website Service Quality, Customer Perceived Value and Online Purchase Intention

An Empirical Study Based on Website Service Quality, Customer Perceived Value and Online Purchase Intention

Soft computing based e-commerce website service quality index measurement

It is observed that there is a need for a quality measurement template system that is easy to understand, effective, easily updated according to different requests, contains enough variables, and gives fast results, which can be placed on websites except for general evaluation comments or 5-star rating evaluations after a customer makes a purchase from the online shopping website. For this reason, an inference system based on human reasoning is developed to measure practically the quality index of e-commerce shopping websites according to customer feedback in this study. The proposed system includes four subs and one main fuzzy inference system. 11 parameters affecting the problem are used in subsystems, while five main parameters are used in the main inference system. The main parameters are cargo and delivery performance (CDP), customer support and campaign performance (CSCP), ease of payment and return (EPR), interface quality (IQ), and privacy-security. The subsystems produce detailed outputs for the main parameters other than privacy-security. E-commerce shopping website service quality index is computed in the main system that processes the outputs of the subsystems. In addition, survey data is applied for verifying and supporting the study. Respondents in the survey were asked about the parameter values for their 1st and 2nd preferred shopping websites and it was observed that A3 e-commerce website has high quality index, and A1 e-shopping website has good quality index but should improve its CSCP dimensions. A4 website especially should improve its IQ and EPR dimensions and its quality index is not good compared to others. Finally, a graphical user interface application of the system is formed.

The impact of e-service quality on word of mouth: A higher education context

Student satisfaction is an important determinant of university enrollment and reputational capital. This paper investigates e-service quality impact on word-of-mouth measures of student satisfaction of Romanian university students by exploring important of e-service quality dimensions. Data were collected using an online structured questionnaire of 298 Romanian students to examine the proposed research model by deploying structural equation modelling with Smart PLS 4. We find that website performance, information quality, and website confidentiality are significantly associated with e-service quality. Moreover, findings revealed a positive impact of e-service quality on word of mouth. Quality of website services contributed significantly to e-service quality and recommendation using word of mouth. Our findings provide useful insights and practical implications regarding the impact of the quality of website services upon the satisfaction of students.

The Effect of Information Quality and Service Quality on User Satisfaction of the Government of Kabupaten Malang

Currently, the government has implemented performance digitization through information systems that are published through official channels owned by the government, one of which is the government of Kabupaten Malang. The objective of this research was to assess or gauge the measurement and test variables and indicators that affect the quality of the Kabupaten Malang government website with the link www.malangkab.go.id/mlg The problem is, not many governments have launched applications paying attention to the factors that influence user satisfaction so that the government has not been able to prioritize repairs and optimize website performance to meet constituent needs that continue to grow in the digital era. This research employs a survey to identify the causal elements that impact the factors contributing to user satisfaction on the website. The causal factors include website service quality, information quality, and usability quality in user satisfaction. Respondents used in this study were website operators for regional apparatus in Kabupaten Malang, consisting of 81 respondents who met the requirements. In obtaining valid and reliable data, multiple linear regression and hypothesis testing were carried out. There are 4 multiple linear regressions that are carried out, namely, multicollinearity test, autocorrelation test, heteroscedasticity test, and normality test. The results of the influence of service quality, and information quality on user satisfaction through usability quality are 5 models that have a significant influence, that is Service Quality to Usability Quality, Information Quality to Usability Quality, Service Quality to User Satisfaction, Information Quality to User Satisfaction, and Usability Quality to User Satisfaction.

Evaluating Economy Hotel Website Service Quality: A Hybrid Bounded Rationality Behavioral Decision Support Model

Hotel website service quality evaluation has gained extensive attention. However, previous studies have given little concern about human hesitance and uncertainty in judgments. Moreover, they do not consider hotel managers and customers’ psychological behaviors simultaneously. This study explores criteria for evaluating hotel performance and proposes a hybrid evaluation model for the hesitation and uncertainty in the service quality evaluation of economy hotel websites, and applied to the actual economy hotel websites. The model introduces the probabilistic linguistic term sets to describe customers and managers’ qualitative assessments and use analytical network process to prioritize hotel website features. Then, it develops an integrated TODIM-PROMETHEE II method to rank alternatives considering both hotel managers and customers’ psychological factors. Furthermore, we illustrate the effectiveness of the hybrid evaluation model through a case of economy hotel websites in China. Service competence and customer relationship are the two most important performance features for economy hotel websites. Finally, conclusions and implications are drawn from the results of case study.

Website Evaluation of DISPERDAG Section of the Average Price of Standard Needs Using the WEBQUAL 4.0 Method

DISPERDAG of Madiun City is one of the organizations that has utilized technology. The community can easily access and get price updates for basic necessities at Pasar Besar City of Madiun. The Internet helps support strong governance management, which benefits its effectiveness. Its functions include making it easier to get information, access public services, communicate with the public, and others. DISPERDAG aims to continue to provide quality services. The quality of services provided to the public must complement the implementation of website-based services so that the public continues to use SISKAPERBAPO services. To provide the best service to users, government institutions should prioritize service quality. Therefore, the success of the service quality of the SISKAPERBAPO website has not been known as long as the website is implemented. This is because there has never been an evaluation of website quality based on user satisfaction. It goes without saying that a website that is useful for assisting users in obtaining information must maintain quality in terms of information delivery and user interaction. Good service quality is offered from the user's point of view as well as the service provider's point of view.

Pengaruh Teknologi Acceptence Dan Website Service Quality Terhadap Costumer E-Satisfaction Pada PT.Rackh Lintas Asia

This study analyzes the influence of technology acceptance and website service quality on customer e-satisfaction at PT. Rackh Across Asia. The research method used in this research is descriptive quantitative. Samples were taken using the slovin formula, and using a probability sampling technique, namely proportionate stratified random sampling. The results of using the slovin formula in this study the researchers took a sample of 113 consumers at PT.Rackh Lintas Asia. The analytical method used is multiple linear regression method using the SPSS program. The research results obtained a coefficient value of 0.631, where the T-count > T-table (8.998 > 1.6584) and a significant value of 0.000 is less than 0.05 meaning that Acceptance Technology has a positive and significant effect on Customer E-Satisfaction, so Ha1 is accepted. The coefficient value is 0.243, where the T-count > T-table (3.446 > 1.6584) and a significant value of 0.001 is less than 0.05, meaning that Website Service Quality has a positive and significant effect on Customer E-Satisfaction, so Ha2 is accepted. It is known that Fcount (93,607) > Ftable (3.08), and a significance value of 0.000 <0.05, it can be concluded that the third hypothesis is accepted, meaning that the Technology Acceptance Variable (X1) and Website Service Quality (X2) influence simultaneously (simultaneously) to Variable Customer E-Satisfaction (Y)

PENGARUH KUALITAS LAYANAN WEBSITE SICEPAT EKSPRES DENGAN METODE WEBQEM TERHADAP KEPUASAN PENGGUNA


 SiCepat Ekspres is a freight forwarding and logistics service company. SiCepat Ekspres has an official website at www.sicepat.com. The problem is that the increase in the number of visitors to SiCepat Ekspres is much lower than that of competing companies. To maintain and increase website users or visitors, it is necessary to know the relationship between website service quality and user satisfaction. Therefore, a research was conducted on the effect of website service quality with the WebQEM method on user satisfaction. The quality of website services with the WebQEM method has four variables, namely usability, functionality, reliability, and efficiency. With the distribution of questionnaires as many as 131 user respondents or visitors to the SiCepat Ekspres website, after being processed and analyzed by the multiple linear regression analysis method, it was obtained that 1) the reliability variable affected the user satisfaction variable by 32%, meaning that every increase in the reliability variable would increase user satisfaction by 32%. , 2) the efficiency variable affects the user satisfaction variable by 26%, meaning that every increase in the efficiency variable will increase user satisfaction by 26%, 3) the usability variable and the functionality variable have no effect on user satisfaction.

The Impact of Website Services’ Quality on Users Satisfaction in Higher Education Institutions:

This study sought to determine how consumers' satisfaction is affected by the websites of higher education institutions' service quality. The study sample involved 211 users of the website of economics, commercial and management sciences faculty of Ferhat Abbas University in Setif. Primary data were gathered via a questionnaire, and they were analyzed using SPSS.26 software.
 The study came to the conclusion that consumers' satisfaction is positively impacted by all aspects of the website service quality. Based on these results, we provided a series of recommendations, with a focus on strengthening the safety and privacy of the faculty website, designating specific staff members to respond to users, boosting the website's functionality, and implementing ongoing changes in line with users needs.

Pengaruh Technology Acceptance Factor dan Website Service Quality terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening : Studi Kasus Pada Ecommerce Traveloka di Yogyakarta


 
 This study aims to determine how much influence Technology Acceptance Factor and Website Service Quality have on Customer Loyalty through Customer Satisfaction as Intervening Variables (Study on Traveloka E-commerce in Yogyakarta City). The population used in this study were consumers who had shopped at Traveloka. The sample in this study was 100 respondents using a quantitative approach, with purposive sampling technique. This data was taken using a questionnaire via the Google form, after the questionnaire results were collected, the data was tabulated using MS Excel and analyzed using multiple linear regression analysis using SPSS version 25. The results of this study indicate that Technology Acceptance Factor has a positive and significant effect on Customer Satisfaction. Website Service Quality has a positive and significant effect on Customer Satisfaction. Customer Satisfaction has no effect on Customer Loyalty. Technology Acceptance Factor has a positive and significant effect on Customer Loyalty. Website Service Quality has a positive and significant effect on Customer Loyalty. Effect of Technology Acceptance Factor on Customer Loyalty through Customer Satisfaction as an intervening variable is rejected. The effect of Website Service Quality on Customer Loyalty through Customer Satisfaction as an intervening variable is rejected.
 Keywords: Technology Acceptance Factor, Website Service Quality, Customer Loyalty, Customer Satisfaction. 

ANALYSIS OF CLASS I NON TPI BEKASI IMMIGRATION OFFICE WEBSITE USING WEBQUAL 4.0 AND IPA (IMPORTANCE PERFORMANCE ANALYSIS) METHODS

The Covid-19 pandemic has forced the public to follow the sophistication of technological developments, including activities in government public services.The website is one of the media that utilizes the internet and is used in disseminating information to the public. This study aims to determine the suitability of the Bekasi Immigration Office website with the standardization of the Ministry of Law and Human Rights' website and to obtain a website service quality value using the webqual 4.0 and IPA (Importance Performance Analysis) methods. The method used in this study is to do a qualitative and quantitative approach. The standardization of Kemenkumham pages consists of domain naming, display standards, accessibility, information interoperability, social media accounts and search engine optimization, in conjunction with webqual 4.0 method, there are three research variables, namely usability, information quality, and interaction quality. There are 100 respondents in the study. Results of the research, there are six categories of suitability for standardization that have not been fulfilled on the Kanim Bekasi website. Meanwhile website correlation index is good and the results of the IPA Cartesian diagram still have top priority indicators whose performance has not been maximized and it is necessary to improve each category and indicator which is deemed not sufficient to meet the expectations or interests of users.

Antecedents of e-government perceived net benefits: a study of e-filing in Indonesia

Given that electronic filing is one of the earliest e-government services in Indonesia, additional research is needed to determine the antecedents of service users’ perceived net benefit. The e-government system success model by DeLone and McLean was used in this study, however trust factors were added to the government, technology, and e-government websites as antecedents. 195 individual taxpayers were sent a questionnaire including 39 statements as part of the study examination. Data were analyzed using structural equation model-partial least square (SEM-PLS) with the assistance of WarpPLS. This study concludes that these three antecedents determine the success of the e-government system, and thus that e-government development is the integration of trust in government, which is built by increasing its credibility in the eyes of the public, trust in technology, which can be accomplished through education, and trust in e-government websites, which can be accomplished by consistently improving the security and quality of government website services.