Analisis pengaruh kualitas layanan website terhadap user satisfaction berdasarkan metode webqual 4.0 pada website Indosat Ooredoo

Pratama, Valdis (2021) Analisis pengaruh kualitas layanan website terhadap user satisfaction berdasarkan metode webqual 4.0 pada website Indosat Ooredoo. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Indosat Ooredoo merupakan salah satu perusahaan telekomunikasi terbesar di Indonesia. Indosat Ooredoo memiliki sebuah website profil perusahaan sebagai sarana mereka dalam memperkenalkan perusahaan serta mempromosikan produk dan membagikan informasi terbaru yang berguna dalam memenuhi kebutuhan pelanggan. Namun, website Indosat Ooredoo memiliki jumlah pengunjung yang menurun sejak tahun Maret 2020 hingga Agustus 2020 dengan cukup signifikan. Penelitian ini dikerjakan dengan tujuan untuk melihat bagaimana hubungan kepuasan pengguna dengan menggunakan dimensi Webqual 4.0. Penelitian dilakukan pada website company profile PT Indosat Tbk. Populasi dan sampel diambil dari pengguna website company profile PT Indosat Tbk, yang kemudian akan disebarkan dengan menggunakan kuesioner khususnya para pengguna website Indosat Ooredoo di Kecamatan Medan Deli dengan kriteria merupakan seorang pengguna Indosat dan sudah pernah mengunjungi situs profil perusahaan PT. indosat Tbk. Seluruh variabel pengukuran kualitas website Webqual 4.0 dengan website company profile milik Indosat Ooredoo secara keseluruhan memiliki pengaruh terhadap kepuasan pengguna yang berdasarkan nilai R2 (Adjusted R Square) memberikan sumbangan 53,1%. Hal ini membuktikan bahwa jika ingin meningkatkan kepuasan pengguna pada sebuah website hal utama yang harus diperhatikan adalah segi kegunaan, kualitas informasi, interaksi layanan (desain) dan bagaimana empati para user website itu sendiri. Hasil penilaian dari user website Indosat Ooredoo termasuk kedalam kategori baik./Indosat Ooredoo is one of the largest telecommunications companies in Indonesia. As the largest telecommunication company. Indosat Ooredoo has a website for their company profile as a means for them to introduce their company and promote all products and share the latest information that is useful in meeting customer needs. However, the Indosat Ooredoo website had a significant decrease in the number of visitors from March 2020 to August 2020. This research was conducted to evaluate the relation between user satisfaction using the Webqual 4.0 dimension. This research was conducted on the company profile website of PT Indosat Tbk. Population and samples were taken from users of the PT Indosat Tbk company profile website, which would then be distributed using a questionnaire, especially Indosat Ooredoo website users in Medan Deli Subdistrict with the criteria being an Indosat user and having visited the company profile site of PT. Indosat Tbk. All variables measuring the quality of the Webqual 4.0 website with Indosat Ooredoo's website company profile overall had an impact on user satisfaction which is based on the R2 value (Adjusted R Square) with contribution up to 53.1%. This proves that if you want to increase user satisfaction on a website, the main things that must be considered are the aspects of usability, quality of information, service interaction (design) and how empathetic the website users are. The results of the assessment from Indosat Ooredoo website users are in the good category.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Pratama, ValdisNIM03081170028valdispratama@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorCulita, CulitaNIDN0109098402culita@lecturer.uph.edu
Uncontrolled Keywords: company profile, webqual, kepuasan pengguna, kuesioner, regresi linier
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: University Subject > Current > Faculty/School - UPH Medan > School of Information Science and Technology > Information Systems
Current > Faculty/School - UPH Medan > School of Information Science and Technology > Information Systems
Depositing User: Users 11621 not found.
Date Deposited: 06 Aug 2021 05:21
Last Modified: 12 Jan 2022 09:05
URI: http://repository.uph.edu/id/eprint/41238

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