PENGUKURAN KUALITAS LAYANAN WEBSITE PEMERINTAH KOTA PEKANBARU BERBASIS WEB MENGGUNAKAN METODE WEBQUAL 4.0
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Date
2021-12
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Publisher
Elfitra
Abstract
Pekanbaru City is currently developing rapidly in urban development and governance. In
accordance with the vision and mission of the Mayor of Pekanbaru, namely the realization
of Pekanbaru as a smart civil city, improvements are needed in the form of services.
Technological advances make it easier to communicate freely, without being limited by
space, distance and time, so the role of the website is very supportive of technological
advances in the city of Pekanbaru. For this reason, it is necessary to evaluate the website
services owned by the city government. The method used is webqual 4.0, which is
measuring based on end user perceptions. There are three aspects that will be assessed by
end users, namely from the aspect of usability, information quality and interaction quality.
Data analysis uses Importance Performance Analysis (IPA), which is a measurement of
the level of conformity to find out how much users are satisfied with the performance of
the website. After taking measurements, one aspect that needs to be improved by the
Pekanbaru City Communications, Informatics, Statistics and Encoding Department was
found, namely providing fairly detailed information. Improvements need to be made
because these aspects have a high importance but the performance is not satisfactory and
the level of conformity is 91.5%, it can be concluded that users are satisfied with the
performance of the website and service providers are considered to have understood what
users want.
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Keywords
Website, Service Quality Measurement, IPA Method, Webqual 4.0, UML, CSS, PHP, HTML, MySQL, JavaScript
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