Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis

Abstract

The development of technology in the digital era is currently growing very rapidly it is including in education, such as the creation of an academic information system that aims to facilitate the process of the needs of lecturers, employees and students in terms of document management and other academic needs. Website quality analysis used Service quality is measured using the Customer Satisfaction Index with the SIMAK-NG service and the Importance Performance Analysis method to analyze the quality of SIMAK-NG service performance. The results of the analysis satisfaction of lecturers and employees of website users on the SIMAK-NG website were "VERY SATISFIED" with a percentage rate of 82.03% but there was still a GAP value between website performance and user expectations. In the IPA quadrant, the main improvement priorities were 3 items of questions for lecturers and employees and 10 items that become website achievements.

Optimalisasi Kinerja Website Badan Pusat Statistik: Pendekatan Customer Satisfaction Index (CSI) dan Importance and Performance Analysis (IPA)

“…Penelitian terkait analisis kepuasan pengguna terhadap website dilakukan oleh [18] terhadap sistem informasi akademik dengan hasil kepuasan pengguna sebesar 82,03 persen namun masih terdapat gap antara kinerja website dan harapan pengguna. Penelitian kualitas website juga dilakukan oleh [19] terhadap website pertanian pemerintah Yunani dan diperoleh nilai kepuasan umum sebesar 78,73 persen, dengan kepuasan terendah pada aspek desain website.…”

Evaluation and Improvement of User Interface Design in Mobile Delivery Services With User Centered Design Approach and Heuristic Evaluation (Case Study: Kirimaja Application)

“…11, NO. 3 and software components that make up the computing experience [2]. In addition, because it directly affects how users interact with the application, the user experience aspect is also crucial and must be appropriately created.…”

“…The user will enjoy greater convenience when using the system application when a product is getting improved or has a higher quality. In fact, some product quality still does not meet user expectations and there are still many companies that have never assessed the quality of each product [3]. PT.…”

User’s Satisfaction Analysis of the Academic Information Systems Quality using the Modified Webqual 4.0 Method and Importance-Performance Analysis

“…Meanwhile, to specifically identify indicators that have or have not met the expectations of their users, the analysis technique of Importance-Performance Analysis (IPA) is used [12] which would identify important factors or attributes that must be shown by a university to meet the satisfaction of its users based on their perceptions and expectations of the website [3] [7] [17]. IPA method was used to map the relationship between the importance and the performance of each offered attribute and the gap between the performance and the expectations of these attributes.…”

“…User ratings can be divided into two perspectives, namely an assessment of the desired quality (expectations) and perceived quality (performance). The level of quality can be measured by looking at the gap between these two assessment perspectives [3] [7] [17].…”