EVALUASI LAYANAN KINERJA SITUS DINAS PENDIDIKAN KOTA PALEMBANG TERHADAP KEPUASAN PENGGUNA

  • Kiki Rizky Nova Wardani Universitas Bina Darma
Keywords: IPA, Webqual, Kuadran, GAP

Abstract

Service improvement in all fields, especially in the field of information technology, is the basis for evaluating the service quality of Palembang education site performance, this evaluation focuses on 3 main variables, namely information quality, interaction quality, user quality from the webqual 4.0 method, this evaluation also calculates the percentage value and hope and reality obtained from the variable Importance Performance Analysis. By distributing questionnaires to users of educational sites, a total of 99 respondents were obtained. The results of this study get a calculated value from the GAP value that the Palembang city education office site is seen from the information quality variable, namely -0.74 which indicates that expectations are higher than the reality obtained by users. The value of +1.13 indicated by the variable quality of user interaction shows that the reality / satisfaction is obtained by users in using educational sites. Meanwhile, the quality of the user gets a value of +1.15 which indicates that the reality that the user gets is more than the expectations given. The results of quadratic analysis of IPA quadrant A greatly affect customer satisfaction because there are no questions contained, but related parties have not fulfilled customer desires, squared B has 8 good attributes that must be preserved, squared C has 1 attribute and squared D has 7 attributes and with results which is very satisfying for customers. This research is expected to provide input for the office or site manager to improve the quality of future services and provide satisfactory services to all service users.

Published
2021-03-31
Section
Articles