Evaluasi Kualitas Layanan Website Pusdiklat BPK RI Menggunakan Metode Webqual Modifikasian dan Importance Performance Analysis

Bayu Luhur Wicaksono, Adhi Susanto

Abstract


Abstract—This research tries to evaluate the service quality of Pusdiklat BPK RI website from the user’s perception as measured by webqual variables modification approach. This evaluation also focuses on the extent to which perceptions of website service quality perceived by the level of expectation from the perspective of service users Pusdiklat BPK RI website.
This research takes an object on a Pusdiklat BPK RI website that addresses in www.pusdiklat.bpk.go.id with 155 respondents were used as sample in measurement the quality of website services. The method used to perform the evaluation through the integration of calculation webqual variables modifications approach within the framework of Structural Equation Modelling (SEM) and Importance Performance Analysis (IPA).
This research, shows there is a positive and significant relationship among the variables of website service quality, satisfaction levels, and the intensity of system use.This relation forms the research conceptual model. To improve user satisfaction and user loyalty for services rendered to maintain the consistency of performance some attributes of perceptual interaction and information that has the greatest contribution to the quality of website services. The attributes that are necessary to get attention is the problem of updating information content and response time access to view website. The results are expected can provide feedback to management (team manager) Pusdiklat BPK RI website service in the improvement and development of the website appropriate user expectations.

Intisari—Penelitian ini mencoba melakukan evaluasi kualitas layanan website Pusdiklat BPK RI dari persepsi pengguna yang diukur melalui pendekatan modifikasi variabel webqual. Evaluasi ini juga menitikberatkan pada sejauh mana persepsi tentang mutu layanan website yang dirasakan dengan tingkat harapan dari perspektif pengguna layanan website Pusdiklat BPK RI.
Penelitian ini mengambil obyek pada website Pusdiklat BPK RI yang beralamatkan di www.pusdiklat.bpk.go.id dengan 155 responden yang digunakan sebagai sampel dalam pengukuran kualitas layanan website ini. Metode penelitian yang digunakan untuk melakukan evaluasi melalui pendekatan perhitungan integrasi modifikasi variabel webqual dalam kerangka Structural Equation Modelling (SEM) dan Importance Performance Analysis (IPA).
Hasil dari penelitian ini, yaitu terdapat hubungan yang positif dan signifikan antara variabel kualitas layanan website, tingkat kepuasan, dan intensitas penggunaan yang membentuk model konseptual penelitian. Untuk meningkatkan kepuasan dan loyalitas pengguna atas layanan yang diberikan dengan mempertahankan konsistensi kinerja beberapa atribut dari persepsi interaksi dan informasi yang memiliki kontribusi terbesar terhadap kualitas layanan website. Atribut yang sangat perlu untuk mendapat perhatian adalah masalah update konten informasi dan akses response time pada tampilan website. Hasil penelitian diharapkan dapat memberikan umpan balik bagi pihak manajemen (tim pengelola) layanan website Pusdiklat BPK RI dalam perbaikan dan pengembangan website agar sesuai harapan penggunanya.

Kata Kunci—Evaluasi Layanan Website, Dimensi Kualitas Website, WebqualModifikasi, Important Performance Analysis.


Full Text:

PDF

References


Gulliksons B; Lades R; B Ragdon M; MCK Ibbon S; S Par-Ling; M, Tomseg. 2000. The Impact of Information Architecture on Academic Website Usability. Electronic Library 2000 Oct;17 (5): 293–304.

Poon, Simpson. 2002. ESDLife of Hong Kong e-government application with an e-business spirit. Eighth Americas Conference on Information Systems on the World Wide Web. pp 585-591.

Assegaff, Setiawan. 2009. Strategi Pengembangan Situs Pemerintah Daerah sebagai Sarana Pelayanan Publik Berbasis Web. Jurnal Media Sisfo Vol.3 No.1, Februari 2009, hal 01-57.

Smith, A.D. 2004. Information Exchanges Associated With Internet Travel Marketplaces. Online Information Review. 28(4). 292-300.

DeLone, W. H., dan McLean, E. R. 2003. The DeLone and McLean Model of Information Systems Success: A Ten- Year Update Management Information System. Journal of Management Information Systems, Vol 19, No.4, 9-30. M.E. Sharpe, Inc.

Iwaarden, J. V; dan Wiele, T. V. D. 2002. A study on the applicability of Servqual dimensions for web sites. International Journal of Quality dan Reliability Management Vol.20 No.8, 2003 pp.919-935.

Chomeya, R. 2010. Quality of Psychology Test Between Likert Scale 5 and 6 Points. Journal of Social Sciences 6:399-403.

Tarigan, Josua. 2008. User Satisfaction Using Webqual Instrument : A Research on Stock Exchange of Thailand (SET). Jurnal Akuntansi dan Keuangan,Vol. 10 No. 1, Mei 2008 : 34- 47.

Aladwani, A. M; danPalvia, P. C. 2002. Developing and Validating an Instrument for Measuring User-Perceived Web Quality. Information dan Management, 39 (6), 467–476.

Fazli, M; dan Sam, M. 2008. Website Quality And Consumer Online Purchase Intention Of Air Ticket. International Journal of Basic dan Applied Sciences IJBAS Vol: 9 No: 10, 20–25.

Manalu, Amru Sahmono Boang; Ujang Sumarwan; Arif Imam Suroso. 2007. Analisis Faktor-Faktor Yang Mempengaruhi Kepuasan Pelanggan Online.Jurnal Manajemen dan Agribisnis, Vol. 4 No. 2 Oktober 2007: 67-80. Program Pasca Sarjana Manajemendan Bisnis-IPB.

Loiacono, Eleanor T; Chen, Daniel Q; dan Goodhue, Dale L. 2002. WebQual Revisited: Predicting The Intent to Reuse a Website. Assessment of E-Commerce Systems.Eighth Americas Conference on Information Systems.

Huang, Y.; Kuo, Y; danXu, S. 2009. Applying Importance-Performance Analysis To Evaluate Logistics Service Quality For Online, 7(2), 128–136.

Eid, M. I. 2011. Determinants Of E-Commerce Customer Satisfaction , Trust , And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, Vol 12, No 1, 78–93.

Santoso, Singgih. 2012. Analisis SEM menggunakan AMOS. PT Elex Media Komputindo: Jakarta.

Jogiyanto. 2011. Konsep dan Aplikasi Structural Equation Modeling berbasis Varian dalam Penelitian Bisnis. UPP STIM YKPN: Yogyakarta.

Barnes, S; dan Vidgen, R. 2000. WebQual : An Exploration of WebsiteQuality. Communications Vol. 1, pp. 298–305.

Barnes, S; and Vidgen, R. 2002. An Integrative Approach to the Assessment of E-Commerce Quality. Journal of Electronic Commerce Research, Vol. 3, No. 3, 114-127.

Barnes, S; dan Vidgen, R. 2003. Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue. Journal of Electronic Commerce in Organizations, 2 (1), 22pp.




DOI: http://dx.doi.org/10.22146/jnteti.v2i2.50

Refbacks

  • There are currently no refbacks.


Copyright (c) 2016 Jurnal Nasional Teknik Elektro dan Teknologi Informasi (JNTETI)

JNTETI (Jurnal Nasional Teknik Elektro dan Teknologi Informasi)

Departemen Teknik Elektro dan Teknologi Informasi, Fakultas Teknik Universitas Gadjah Mada
Jl. Grafika No 2. Kampus UGM Yogyakarta 55281
+62 274 552305
jnteti@ugm.ac.id