Analisis Kualitas Layanan Website Badan Kesatuan Bangsa Dan Politik Kota Palembang Menggunakan Metode Webqual 4.0

Yeni Apriani, Rusmala Santi, Fenando Fenando


The service quality of the website of the National and Political Unity Agency of the city of Palembang (Kesbangpol) needs to be evaluated to measure and improve the quality of services, in this case the measurement technique is measured by distributing questionnaires through the Website Quality 4.0 (Webqual 4.0) method approach which focuses on 4 variables namely Usability Quality , Information Quality, Service Interaction Quality and Overall. Then the results of the questionnaire are analyzed using the Importance Performance Analysis (IPA) method. The data of this study were obtained from 100 respondents using a questionnaire. The results of this study resulted in the calculation of the average value gap (GAP) on the Kesbangpol website in Palembang showed a negative result ( <0) that is equal to -0.41, these results indicate that the performance level of the Palembang Kesbangpol website is still lacking and has not met the expectations of users. Priority improvements on this website are found in attributes number 18, 7, 6, 21, 5 and 8 which are attributes of quadrant A.

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ISSN (cetak): 2654-4032