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

Objectives: The objective of this research is to analyze, measure and improve the quality of website services based on the WebQual 4.0 method with the dimensions of Usability, Information Quality, and Service Interaction Quality as well as the Importance Performance Analysis (IPA) method. Methodology: This research is using the quantitative descriptive method. Quantitative descriptive method, usually this method will be used as the main research in describing a word or number that has a certain meaning. In this study, the following stages were carried out: Finding: Since the pandemic, one of the innovations of technological development is the medical services platform that helps access in the health sector where there are no distance limitations between patients and doctors. In Indonesia, there have been various health service platforms that support access to health care facilities, launched by various parties from these startup companies. One of the startups that is the choice of the community today is a medical services platform such as Labchecking. Conclusion: The final results that have been measured have an average value of the level of perception (performance) and expectations (importance) of 2.85 and 3.54. For the average results obtained based on the suitability level value of 80.73% with the largest suitability level value found in the service interaction quality dimension, which is 81.72%, while for the results of the average value of the gap (GAP) of -0.681 with the largest gap value found in the usability dimension, which is -0.700.

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 Smart Zoning Application is a web-based application that is used to provide information about the mapping and distribution of Public Senior High Schools in Depok, through this application users/students can calculate the nearest distance between school and student's house. To measure the service quality of this Smart Zoning Application website, it is necessary to evaluate using the Web Qual method and Importance Performance Analysis (IPA). The Web Qual method is used to define four variables, that is usability quality, information quality, interaction quality, and overall. The research data that is used to conduct the analysis is the result of filling out a questionnaire in Google Form collected from Junior High School students and teachers who have used the smart zoning application with random sampling technique. Results of the analysis illustrate that dimensions of the indicators used in Web Qual are 95,8% located in quadrant B, which defines that the indicators used have given importance and performance values according to user wishes. The results of this study can be used as a reference for the development of the Smart Zoning website to make it better and more useful for its users.

The growing development of information technology makes information technology a very important resource for government and private organizations. The same applies to the university environment in student services. Amikom Purwokerto University is one of the many tertiary institutions that has implemented a web-based academic information system, including in one of its study programs, namely Information Systems. Based on interviews conducted by researchers with one of the lecturers in the Information Systems Study Program at Amikom University, Purwokerto, several problems were identified, such as the lack of regular updating of data and information on the website, the appearance of the website which was less attractive, and the lack of available content. Then, so that the company can be ready to compete with other similar websites, it is necessary to analyze the quality of the website, one of which is using the WebQual 4.0 method which is then assessed using the Importance Performance Analysis (IPA) method. The data were obtained by distributing questionnaires with 3 WebQual 4.0 variables based on the level of performance and the level of user expectations for the 85 samples that have been determined by calculating the Slovin formula. The data obtained is then assessed using the Importance Performance Analysis (IPA) method which produces recommendations to companies for actions that need to be taken on the website in order to improve and maintain the quality of the website. The results of the GAP analysis obtained 9 variables with positive values and 13 variables with negative values. While the results of the IPA analysis obtained variables that have been grouped into 4 quadrants, with 1 variable being the main priority, namely UQ8.

The development of information technology is currently increasing rapidly from year to year. One evidence of technological development or advancement is the presence of the internet. The internet has many important benefits for human life. An example of the benefits of having the internet is its popular website. Website is one type of service or facility provided by the internet which is most widely used for various services in many fields, including education, namely schools. Madrasah Aliyah Syamsul Huda, an Islamic-based high school, which is located in Kedungreja District. Madrasah Aliyah Syamsul Huda uses the website as a medium for delivering information related to Madrasah Aliyah Syamsul Huda to students and prospective students. The better the quality of a website, the more users are interested in accessing the website. The purpose of this study is to measure the service quality of the Madrasah Aliyah Syamsul Huda website, a measurement of the measurement of website users on the level of performance and level of importance. The method in this research is the WebQual 4.0 method which consists of 3 variables, namely usability, information quality, quality of service interaction, this study also uses the IPA (Importance Performance Analysis) method. The population in this study were students, teachers, and the community with a sample of 80 respondents. The results showed that 89.03% of the Madrasah Aliyah Syamsul Huda website services had met the respondents' expectations and the Cartesian Impotance Performance Analysis (IPA) results diagram showed that the variables that were of good quality and had to be maintained were US6, IQ1, IQ4, IQ7, and SIQ3. because it has met the expected performance of the respondent. Meanwhile, the variables that are important and are in priority for improvement are IQ3, IQ5, SIQ1, and SIQ6.

The ITS library as a unit that supports the ITS industrial revolution 4.0 strategy must make improvements to the application of information technology services to users. The ITS library repository website as a portal for storing scientific works of the ITS academic community is one of the information technology services that is often used by the ITS academic community (siva), but there has been no development for more than 5 years. For this reason, it is necessary to research evaluating the service quality of the ITS library repository website using webqual 4.0, which includes 3 (three) dimensions, namely: usability, information quality, and service interaction quality. The method used is a survey of distributing questionnaires to ITS final semester students who use the repository's independent upload service. As many as 100 students use the repository's independent upload service, then an IPA analysis (importance performance analysis) is carried out to determine the level of user satisfaction. The measurement results of the evaluation of the ITS Library repository website show a gap of -0.7, meaning that user satisfaction with the ITS Library repository website has not yet been achieved, while the IPA matrix diagram shows 2 (two) service indicators that are prioritized for quality improvement, namely interaction with the ITS repository website, which is safe from viruses and hackers when accessed via a PC or smartphone, and a quick search menu (title, author, supervisor, department) that gives inaccurate search results.

This research aims to assess the service quality of PT Modena Indonesia's e-commerce website using the WebQual 4.0 method, as well as provide recommendations for improving service quality to increase customer satisfaction. This research was conducted as one of the requirements for graduation from the Undergraduate Program (S1) in the Information Technology Study Program at Bina Sarana Informatika University. The methods used include direct observation of the PT Modena Indonesia website, online interviews through distributing questionnaires to customers, as well as literature studies reviewing similar research. The research results show that usability quality, information quality, and service interaction quality have a positive and significant effect on customer satisfaction, both partially and simultaneously. Based on the results of this analysis, it is recommended that PT Modena Indonesia make improvements to these three aspects to increase user satisfaction. This research is expected to help companies optimize their website services and improve the overall customer experience

Service is an activity that is interactive between communities that aims to provide satisfaction and comfort. To achieve this goal, it is necessary to improve the quality and quality of services as well as in the Hajj registration service. The purpose of this study was to analyze the level of satisfaction with Hajj Registration Services using the Fuzzy Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The data collection technique in this study used 100 questionnaires. The statement items used refer to the dimensions of service quality, namely reliability, responsiveness, assurance, empathy and physical evidence and the methods used to analyze are service quality (servqual) and Importance Performance Analysis (IPA). The servqual method will measure the service quality of each dimension so that the gap value is obtained which is the difference between expectations and reality received by the registrant. The servqual method is then integrated with Importance Performance Analysis to classify certain service quality attributes. The results showed that the Hajj registrants were not satisfied with the quality of services provided by the Ministry of Religion in Kabupaten Bogor by showing a negative servqual score. Based on the results of the IPA, there are 9 attributes that are in quadrant B and quadrant C, 3 attributes that are in quadrant D and none of them are in quadrant A. Therefore, improving service quality needs to be carried out by the Ministry of Religion in Kab. Bogor.

Orlansoft website is an ERP (Enterprise Resource Planning) solution that unifies business operations into a single system that integrates and optimizes business processes and provides real-time critical information for all entities and office locations from a single source. PT Multifortuna Sinardelta, in its business processes, uses the Orlansoft website. The quality of the website greatly affects the level of user satisfaction itself. The higher the quality of a website, the more users will access the website. So far, there is no appropriate method and way to measure user quality of the Orlansoft website. This research examines the extent of user satisfaction in using website services. The Webqual 4.0 method has been successfully applied to similar research with website quality measurement and helps to understand the factors that affect user satisfaction, with three measurement categories including usability, information quality and service interaction quality. From the test results, the calculated F value = 11.536 with a significance of 0.0000011. In this study, the calculated F value is 11.536> F table 2.81 and the significance value is 0.0000011 <0.01, thus it can be concluded that variables X1 (usability quality), X2 (information quality), and X3 (service interaction quality) have a significant and positive effect on variable Y (user satisfaction). This is evidenced by the results of the analysis which gives positive results for each variable on the dependent variable.

This research was conducted to achieve improving the quality of service to members, for this reason, a service quality analysis method is needed. Here the methods needed are Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. The purpose of this study is to identify the level of customer satisfaction with service quality by the CUBG Tp Cooperative. Pamulang, to find out what aspects are supporting the improvement of service quality and to provide recommendations for improvements or revisions that are prioritized to improve service quality at the CUBG Tp Cooperative. Pamulang. This research method is quantitative descriptive analysis using Servqual and Importance Performance Analysis (IPA) methods. The results of this study are the level of satisfaction of cooperative members using the Customer Satisfaction Index (CSI) method with a percentage of 86.05%. Based on the calculation of Servqual Analysis of 5 dimensions, namely Tangibility (physical evidence), Reliability (Reliability), Responsiveness (Awareness / responsiveness), Assurance (Guarantee) and Empathy (Empathy) represented by 25 attributes obtained if members of the CUBG Cooperative TP.Pamulang have been satisfied with the Servqual provided by the CUBG Cooperative Tp.Pamulang, this is shown in the average gap between expectations and reality of 0.05

WeTV is one of the video on demand streaming services, or what is usually called a video streaming application service provider based on applications and websites. Several problems have occurred with the WeTV application. Such as applications that are incomplete / lack updates to the content provided, user complaints that cannot be resolved by WeTV, and applications that suddenly error. Therefore, the application was analysed using the E-servqual, IPA (Importance Performance Analysis) and CSI (Customer Satisfaction Index) methods. The main objective of this research is to assess the level of user satisfaction with the WeTV application and identify areas that need improvement. Based on the test results using E-servqual, the attributes tested are Efficiency, Responsiveness, Compensation, Fulfillment, System Availability, Privacy and Contact, the results show that the overall expectation value is higher than the perception value (reality) and the Q ≤ 1 value is 0.68. In the IPA method, a cartesian diagram is obtained in each quadrant. The results on CSI get a value of 64.21% with a fairly satisfied category. Therefore, the application does not meet the standards or cannot be said to be good because it does not meet the standards of user expectations

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.

This research seeks to examine how the quality of distance learning services influences the satisfaction of training participants at the Regional Training Office of FETA – BDK Cimahi. A descriptive quantitative design with a survey technique was applied. Primary data were obtained through questionnaires distributed via Microsoft Forms to 110 participants of distance training programs from various ministries, institutions, and local governments. Service quality was assessed using the SERVQUAL model, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. These dimensions were broken down into nine independent variables that potentially influence participant satisfaction. The analysis involved validity and reliability testing, classical assumption checks, simple linear regression, and Importance–Performance Analysis (IPA). The results show that the quality of distance training services positively and significantly affects participant satisfaction (sig. 0.000 < 0.05). The Adjusted R² of 0.239 means service quality accounts for 23.9% of satisfaction variance, while 76.1% is influenced by other variables outside the model. The IPA method was also employed to assess participants’ satisfaction and comprehension of services offered by BDK Cimahi, as well as to identify which service quality aspects require enhancement to improve overall participant satisfaction. IPA also identifies service areas that need improvement to increase participant satisfaction. The IPA results reveal that the alignment of training materials with participants’ needs is a priority area requiring improvement, while responsiveness, accessibility and usability of training facilities, and instructors’ ability to provide guidance should be maintained. These findings suggest that improving service quality, particularly in ensuring the relevance of training content, is essential to enhancing participant satisfaction in distance training programs within public sector institutions.

Abstract. The 7S approach was hampered in its implementation stage, this obstacle was caused by the 7S committee working less than optimally. The warehouse audit results obtained a score of 78.38% of the management target of 95%. The method for analyzing weak 7S variables uses the IPA (Important Performance Analysis) method. This method is based on the results of a questionnaire given to Ninja Xpress employees regarding the performance of the 7S committee. A questionnaire with open questions produces 26 statements of the 7S variable attributes. The 7S attributes were developed into a closed questionnaire. The results of the analysis produce a gap of -0.58, namely that employees really expect cleanliness and tidiness throughout the warehouse which is not fulfilled by the 7S committee. The weak attribute condition is depicted through a Cartesian degree diagram which is the output of the IPA method. The results of the analysis using the IPA method for attribute P6 are in quadrant A, which is the quadrant that must be paid attention to by the 7S committee for improvements. Improvement of weak attributes is carried out using the Six Sigma method. The results of the identification of the company still have many improvements that must be carried out by the 7S committee. The appropriate strategy for improvement steps is to carry out Improve and Control using check sheets that have been designed. Abstrak. Pendekatan 7S mengalami hambatan dalam tahap implementasinya, hambatan ini disebabkan oleh komite 7S yang bekerja kurang maksimal. Hasil audit gudang memperoleh skor 78,38% dari target manajemen sebesar 95%. Metode untuk menganalisis variabel 7S yang lemah menggunakan metode IPA (Important Performance Analysis). Metode ini didasarkan pada hasil kuesioner yang diberikan kepada karyawan Ninja Xpress mengenai kinerja komite 7S. Kuesioner dengan pertanyaan terbuka menghasilkan 26 pernyataan atribut variabel 7S. Atribut-atribut 7S tersebut dikembangkan menjadi kuesioner tertutup. Hasil analisis menghasilkan gap sebesar -0,58 yaitu karyawan sangat mengharapkan kebersihan dan kerapian di seluruh bagian gudang yang tidak dipenuhi oleh komite 7S. Kondisi atribut yang lemah tersebut digambarkan melalui diagram kartesius derajat yang merupakan output dari metode IPA. Hasil analisis dengan menggunakan metode IPA untuk atribut P6 berada pada kuadran A yang merupakan kuadran yang harus diperhatikan oleh panitia 7S untuk dilakukan perbaikan. Perbaikan terhadap atribut yang lemah dilakukan dengan menggunakan metode Six Sigma. Hasil identifikasi perusahaan masih memiliki banyak perbaikan yang harus dilakukan oleh komite 7S. Strategi yang tepat untuk langkah perbaikan adalah dengan melakukan Improve dan Control dengan menggunakan check sheet yang telah dirancang.

The Coffee Shop culinary business in the industrial era 4.0 has become a trend among young people. The existence of the Covid-19 pandemic requires people to keep their distance and limit activities outside the home is a challenge in the sustainability of this business, so that these conditions have resulted in a decrease in sales levels. Bosque Café, one of the coffee shop businesses in the city of Gresik, must create quality services to provide comfort in the midst of pandemic conditions and the high business competition of fellow coffee shops that have been getting higher recently. To attract visitors, several ways must be done, one of which is to improve the quality of service to customers. The use of the science method to map the quality of service with a cartesian diagram can find out the service priorities that must be improved and maintained. Meanwhile, the KANO model is used for improvement in accordance with the attributes that most affect the quality of service. The purpose of this study is to measure the level of customer satisfaction with the quality of service at Bosque Cafe with an IPA and KANO approach and propose improvements to attributes that affect customer satisfaction. The results of the analysis show that there are 12 service attributes that must be improved which are divided into 3 criteria, namely improving human resources, improving services by employees, improving facilities to provide a sense of security and comfort to customers.