Analisis Kualitas Pelayanan Website Asa terhadap Kepuasan Pengguna Menggunakan Webqual 4.0 dan Importance Performance Analysis (Studi Kasus: Fakultas Teknik USU)

Abstract

Information and communication technology is always supported by the use of the internet, one of which is the website, to convey information quickly and accurately. Higher Education is an educational organization that has a website as a form of communication with users. The ASA website is an online application at the University of North Sumatra to facilitate administrative services for academic students created in 2021. The use of the ASA website does not escape student complaints, as in 2022 46% of students receive letters with a duration of 2 to 4 days which has an impact on quality website. Therefore, research is needed to analyze the service quality of the ASA website on user satisfaction using webqual 4.0 and Importance Performance Analysis (IPA). The aim of the research is to know the factors that cause low service on the website and to know the level of student satisfaction with the ASA website service. The results of the research and analysis showed that there is a gap between the performance of the ASA website and the service expectations of the ASA website, where the highest gap value is in the service interaction variable of -1.80. The Importance Performance Analysis (IPA) resulted in 5 factors causing low service quality consisting of 2 usability quality indicators, 2 information quality indicators and 1 service interaction indicator. The factors causing the low quality of service are seen from the indicators that are in Quadrant I IPA, so that it becomes a top priority for improvement. The calculation of the Webqual Index (WQI) obtained the ASA website standard of 0.659. Based on user ratings of the level of performance of the ASA website, the highest satisfaction is 78% user satisfaction with the ASA website maintaining student personal information and at the level of service expectations of the ASA website, the highest interest is 91% the interest of the ASA website is fast in responding to student letter requests.