Analisis kualitas website Universitas Pelita Harapan menggunakan pendekatan webqual dan importance performance analysis (ipa)

Felicio, Giorgio (2021) Analisis kualitas website Universitas Pelita Harapan menggunakan pendekatan webqual dan importance performance analysis (ipa). Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Website adalah satu dari sekian banyak media komunikasi yang berisi informasi baik berupa text, suara, gambar, atau video yang dapat diakses secara publik oleh masyarakat luas. Pengukuran dan pengamatan dilakukan untuk mengetahui kualitas suatu website. Dengan melakukan hal tersebut, kita dapat memahami pendapat para pengguna terhadap suatu website. Penelitian ini mencoba untuk melakukan analisis terhadap kualitas layanan Website Universitas Pelita Harapan dengan tujuan untuk mengetahui perbedaan antara persepsi aktual dan harapan ideal pengguna website, dalam hal ini digunakan pengukuran melalui pendekatan WebQual 4.0 yang merupakan salah satu teknik pengukuran kualitas website berdasarkan persepsi pengguna. Teknik analisis menggunakan Analisis Perbedaan (uji beda t) dan Importance Performance Analysis (IPA). Hasil penelitian membuktikan bahwa terdapat perbedaan (gap) dengan rata-rata 0.25 antara persepsi aktual dan harapan ideal mahasiswa pada masing-masing dimensi kualitas tetapi tingkat kualitas layanan website Universitas Pelita Harapan masih cukup sesuai dengan harapan mahasiswa. Bagi pihak manajemen pengelola website dalam menyusun strategi untuk meningkatkan kualitas website Universitas Pelita Harapan./Website is one of the many communication media that contains information in the form of text, sound, images, or videos that can be accessed publicly by the wider community. Measurements and observations are made to determine the quality of a website. By doing this, we can understand what users think of a website. This study tries to analyze the service quality of the Pelita Harapan University Website with the aim of knowing the difference between actual perceptions and ideal expectations of website users, in this case using the WebQual 4.0 approach, which is one of the website quality measurement techniques based on user perceptions. The analysis technique uses Difference Analysis (t-test) and Importance Performance Analysis (IPA). The results of the study prove that there is a difference (gap) with an average of 0.25 between the actual perception and ideal expectations of students on each quality dimension but the level of service quality of the Pelita Harapan University website is still quite in line with student expectations. For the management of the website manager in formulating strategies to improve the quality of the Pelita Harapan University website.

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