Measurement e-commerce Services Quality: Applying Webqual 4.0 and Importance Performance Analysis

2020 ◽  
Vol 1 (2) ◽  
pp. 70-79 ◽  
Author(s):  
Sucipto Sucipto
Keyword(s):  
Performance Analysis ◽  
Services Quality

scholarly journals Pengukuran kualitas layanan website Universitas Tadulako menggunakan metode WebQual

2018 ◽  
Vol 4 (2) ◽  
pp. 125
Author(s):  
Suci Ramadhani Arifin
Keyword(s):  
Performance Analysis ◽  
Success Rate ◽  
Random Sampling ◽  
Services Quality ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Interaction Quality ◽  
Quality Dimension ◽  
Service Interaction ◽  
User Expectations

Keberhasilan layanan website Universitas Tadulako sampai saat ini belum diketahui, karena belum pernah dilakukan pengukuran sejak diimplementasikan. Tingkat keberhasilan layanan website Universitas Tadulako dapat dilihat dari kesesuaian antara persepsi dan harapan pengguna website. Penelitian ini dilakukan dengan tujuan untuk mengetahui perbedaan antara persepsi aktual dan harapan ideal mahasiswa terhadap kualitas layanan website Universitas Tadulako yang diukur berdasarkan dimensi kualitas WebQual 4.0. Data dikumpulkan dengan menggunakan kuesioner dengan teknik Simple Random Sampling. Data kemudian dianalisis dengan menggunakan teknik Analisis Perbedaan (uji beda t) dan Importance Performance Analysis (IPA). Hasil penelitian membuktikan bahwa terdapat perbedaan (gap) antara persepsi aktual dan harapan ideal mahasiswa pada masing-masing dimensi kualitas website, di mana nilai persepsi lebih kecil dibandingkan dengan harapan mahasiswa. Gap paling kecil terletak pada dimensi kegunaan (usability) dengan tingkat kesesuaian sebesar 85% yang mengindikasikan bahwa layanan website Universitas Tadulako cukup berhasil pada kegunaan wesbite. Gap paling besar terletak pada dimensi kualitas interaksi layanan dengan tingkat kesesuaian sebesar 73,52% yang mengindikasikan bahwa layanan website Universitas Tadulako yang belum memenuhi harapan ideal mahasiswa, terutama dari kualitas interaksi layanan website. Hasil penelitian dapat menjadi acuan bagi pihak manajemen website untuk mengembangkan website yang lebih baik agar memenuhi harapan pengguna.    The success of Tadulako University website service is still unknown because it has never been measured since it was implemented. The success rate of Tadulako University website service can be seen from the fitness between the perception and expectations of website users. This research was conducted to find out thegap value between student’s actual perception and ideal expectations of Tadulako University website services quality which is measured by WebQual 4.0 dimensions. Data was collected using a questionnaire with simple random sampling technique. The collected data were analyzed using differences analysis and Importance Performance Analysis (IPA). The results showed that there are differences (gap) between student’s actual perception and ideal expectations at each of dimension of website quality, where the perception’s value is smaller than the expectations. The smallest gap lies in the usability dimension with a suitability level of 85% that indicates Tadulako University website services quality quite successful on usability. The biggest gap lies in the service interaction quality dimension with a suitability level of 73.52% that indicates Tadulako University website services quality has not met the student’s ideal expectations especially from service interaction quality. The results of the study can be a reference for the management of the website to develop a better website in order to meet user expectations.

scholarly journals ANALISIS TINGKAT KEPUASAN PENGGUNA LULUSAN TERHADAP LULUSAN PENDIDIKAN VOKASI (STUDI KASUS LULUSAN POLITEKNIK LP3I MEDAN)

2020 ◽  
Vol 9 (1) ◽  
pp. 27-39
Author(s):  
Zubaidah Hanum
Keyword(s):  
Performance Analysis ◽  
Vocational Education ◽  
Service Industry ◽  
Services Quality ◽  
Quality Level ◽  
User Perception ◽  
Priority Level ◽  
Education Services ◽  
Purposive Sampling ◽  
Level Of Satisfaction

This study aimed to know the level of satisfaction of companies that occupied Polytechnic LP3I Medan graduates. The sample of this study is purposive sampling. There were 22 relations companies Polytechnic LP3I Medan that occupy its graduates. The method in this study is Importance Performance Analysis (IPA). It is a method with identification of services quality level in a service industry which has 5 dimensions, such as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. By analyzing the gap occurred because of the imbalance between priority level and graduates-user perception with services quality they got. Based on the study, it could be formulated that the company that occupy Polytechnic LP3I Medan graduates felt satisfied, even it hasn’t been as what they intend Keywords: Vocational education, services quality, Important Performance Analysis   Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan perusahaan pengguna lulusan politeknik LP3I Medan. Sampel dalam penelitian ini adalah pusposive sampling berjumlah 22 Perusahaan yang merupakan relasi Politeknik LP3I Medan yang terus menggunakan lulusan. Metode penelitian yang digunakan adalah Importance Performance Analysis (IPA) yaitu metode yang mengidentifikasi level kualitas pelayanan suatu industri jasa yang terdiri dari lima dimensi kualitas pelayanan yaitu Tangibles (bentuk fisik), Reability (dapat diandalkan), Responsiveness (daya tanggap), Assurance (Jaminan), Empaty (Empati) dengan menganalisis kesenjangan yang terjadi akibat ketidak sesuaian antara tingkat kepentingan dan persepsi pengguna lulusan terhadap kualitas layanan yang didapatkannya. Berdasarkan hasil penelitian dapat disimpulkan bahwa pengguna lulusan Politeknik LP3I Medan adalah Puas namun belum sesuai dengan yang diharapkan perusahaan. Kata kunci: Pendidikan vokasi, kualitas layanan, Important Perfomance Analysis

scholarly journals Importance-performance analysis of port’s services quality form perspective of containerized liner shipping

2013 ◽  
Vol 3 (6) ◽  
pp. 1743-1750 ◽  
Author(s):  
Hassan Jafari ◽  
Nasser Saeidi ◽  
Mohammad Karim Karimi
Keyword(s):  
Performance Analysis ◽  
Services Quality ◽  
Liner Shipping

scholarly journals Investigation Weakness of Educational Services Quality by Using Importance-Performance Approach

2017 ◽  
Vol 1 (2) ◽  
pp. 420-437
Author(s):  
Elham Nemeh Kazem
Keyword(s):  
Performance Analysis ◽  
Educational Level ◽  
Critical Power ◽  
Services Quality ◽  
Educational Process ◽  
Education Sector ◽  
Educational Services ◽  
Quality Of Education ◽  
Critical Aspects

     It occupies the minds of researchers, many of the problems facing the higher education sector private especially with regard to the quality of education and the promise critical aspects to the success of this vital sector. It has raised a lot of approaches and methods for measuring and improving education services, and modern and contemporary is approaches (important- performance analysis), which focuses on aspects of critical power and the possibility of improvement from the opinion of (student). Current research seeks to use this approach in the education sector Special, as selected sample of students in the College of Mustaqbal university number was (695) student, depending on the questionnaire designed form in accordance with the scale (Importance-Performance Analysis) has been analyzing the data and come up with a set of conclusions was the most important and there is a clear gap between students' expectations in the aspects of quality that constitute important to them and what the focus of the college departments in light of the educational process, worked on the study to draw the attention of the college so it's a set of recommendations and proposals on this to improve the educational level in college and improve the quality of educational services.

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