Dalilah, Izzati (2017) Evaluasi Kualitas Layanan Website PT. Kereta Api Indonesia (PERSERO) Terhadap Kepuasan Pengguna Menggunakan Webqual 4.0 Dan Importance-Performance Analysis (IPA). Sarjana thesis, Universitas Brawijaya.
Abstract
Perdagangan online sangat berkembang pesat khusunya di Indonesia. PT. Kereta Api Indonesia (Persero) merupakan salah satu perusahaan yang memberikan layanan penjualan tiket secara online. Teknik pengumpulan data yang digunakan pada penelitian ini adalah kuesioner dengan jumlah sampel sebesar 109 responden. Penelitian ini bertujuan untuk mengevaluasi kualitas layanan website PT. Kereta Api Indonesia (Persero) terhadap kepuasan pengguna menggunakan metode Webqual 4.0 dan Importance-Performance Analysis (IPA). Hasil statistik desktiptif menunjukkan bahwa nilai Usability, Information Quality, dan Service Interaction Quality termasuk ke dalam kategori tinggi. Hasil pengujian hipotesis menunjukkan bahwa Usability, Information Quality, dan Service Interaction Quality berpengaruh positif dan signifikan terhadap kepuasan pengguna (User Satisfaction) website PT. Kereta Api Indonesia (Persero). Hasil analisis kuadran IPA menunjukkan bahwa indikator navigasi perlu diperbaiki karena dinilai sangat penting bagi pengguna namun kinerja yang dirasakan belum memuaskan.
English Abstract
Online trading is growing rapidly especially in Indonesia. PT. Kereta Api Indonesia (Persero) is one of the companies that provide online ticketing service. Data collection techniques used in this study is a questionnaire with a sample size of 109 respondents. This study aims to evaluate the quality of website services PT. Kereta Api Indonesia (Persero) to user satisfaction using Webqual 4.0 and Importance-Performance Analysis (IPA) methods. Descriptive statistical results show that the value of Usability, Information Quality, and Service Interaction Quality fall into the high category. The result of hypothesis testing shows that Usability, Information Quality, and Service Interaction Quality have positive and significant influence to user satisfaction (User Satisfaction) website of PT. Kereta Api Indonesia (Persero). The IPA quadrant analysis result shows that the navigation indicator needs to be improved because it is considered very important for the user but the perceived performance is not satisfactory.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIK/2017/390/051706737 |
| Uncontrolled Keywords: | Kualitas Layanan, Kepuasan Pengguna, Webqual, Usability, Information Quality, Service Interaction Quality, Importance-Performance Analysis |
| Subjects: | 000 Computer science, information and general works > 006 Special computer methods > 006.7 Multimedia systems > 006.707 2 Web sites--research |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Yusuf Dwi N. |
| Date Deposited: | 23 Aug 2017 02:11 |
| Last Modified: | 10 Oct 2020 07:19 |
| URI: | http://repository.ub.ac.id/id/eprint/1549 |
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