ANALISIS KEPUASAN PENGGUNA TERHADAP WEBSITE PORTALSIA BERDASARKAN MODEL WEBQUAL 4.0
DOI:
https://doi.org/10.31848/jesii.v3i2.4392Kata Kunci:
Kualitas Infomrasi, Interaksi Kualitas Layanan, Kegunaan, Kepuasan Pengguna, WebQual 4.0Abstrak
Tujuan penelitian ini adalah untuk menerapkan teknik WebQual 4.0 untuk menilai kepuasan pengguna terhadap situs web PortalSIA akademik UINSU. Selain pengukuran kepuasan pengguna secara keseluruhan, penelitian ini berfokus pada tiga komponen utama kerangka kerja: kegunaan, kualitas informasi, dan kualitas interaksi layanan. 24 mahasiswa yang terdaftar dalam program studi Sistem Informasi diberikan survei sebagai bagian dari pendekatan deskriptif kuantitatif. Hasil menunjukkan bahwa meskipun kepuasan pengguna secara keseluruhan mendapat skor 3,71 (Baik), skor untuk dimensi kualitas yang mendasarinya bervariasi. Kegunaan mendapat skor 3,51 (Baik), dan Kualitas Informasi mendapat skor 3,36 (Cukup). Skor terendah adalah untuk Kualitas Interaksi Layanan, yaitu 2,92 (Cukup), yang mengidentifikasinya sebagai area utama yang perlu diperhatikan. Isu-isu utama yang berkontribusi terhadap hal ini meliputi kecepatan sistem yang lambat, keterlambatan dalam pembaruan data akademik (seperti nilai dan IPK), serta tidak adanya mekanisme umpan balik langsung. Studi ini menyimpulkan bahwa situs web PortalSIA secara umum diterima tetapi memerlukan peningkatan signifikan dalam respons teknis dan saluran komunikasi pengguna untuk meningkatkan pengalaman pengguna sepenuhnya. Temuan ini menunjukkan efektivitas model WebQual 4.0 dalam memberikan penilaian yang terstruktur dan objektif untuk mengevaluasi sistem akademik berbasis web.
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Hak Cipta (c) 2025 Muhammad Alvin Nurrahman, Muhammad Irwan Padli Nasution
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