Evaluasi kualitas website universitas XYZ dengan pendekatan webqual [Evaluation of XYZ university website quality based on Webqual approach]

Darmawan Baginda Napitupulu

Abstract


Penelitian ini bertujuan untuk mengevaluasi kualitas website Universitas XYZ dengan pendekatan WebQual. WebQual adalah sebuah pendekatan pengukuran kualitas website melalui persepsi pengguna berdasarkan tiga dimensi yaitu usability, information quality dan services interaction quality. Populasi dalam penelitian ini adalah seluruh mahasiswa Universitas XYZ dimana jumlah sampel diambil sebanyak 216 responden secara purposive sampling. Metode penelitian yang digunakan adalah survei dengan kuesioner berbasis WebQual 4.0 yang dianalisis dengan IPA (Importance Performance Analysis) untuk mengetahui tingkat kepuasan pelanggan yang merupakan gap antara kepentingan dan kinerja. Hasil uji validitas dan reliabilitasmenunjukkan keseluruhan item kuesioner valid dan reliabel karena telah memenuhi persyaratan. Hasil penelitian menunjukkan bahwa dari 22 item yang dianalisis dengan metode IPA dikelompokkan ke dalam kuadran I (3 item), kuadran II (9 item), kuadran III (7 item) dan kuadran IV (3 item). Item yang dianggap penting dan perlu segera ditingkatkan terletak pada kuadran I yaitu kemudahan berkomunikasi melalui web, ketersediaan informasi yang cukup detail serta rasa aman dalam menyampaikan data pribadi. Hasil analisis korelasi ganda juga menunjukkan adanya hubungan yang sangat kuat antara variabel independen dan dependen dalam penelitian ini.

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This study aimed to evaluate the quality of XYZ University website with WebQual approach. WebQual is an approach of measuring the quality of a website through user perception based on three dimensions of usability, information quality and service interaction quality. The population in this study was all students at XYZ University, where the number of samples taken about 216 respondents by purposive sampling. The method survey is used with WebQual 4.0 questionnaire-based that was analyzed by IPA (Importance Performance Analysis) to determine the level of customer satisfaction that is the gap between importance and performance. Validity and reliability result showed the whole item questionnaire was valid and reliable because it has met the requirements. The results showed that of the 22 items were analyzed by IPA grouped into quadrant I (3 items), quadrant II (9 items), quadrant III (7 items) and quadrant IV (3 items). The items that are important and needs to be improved are ease of communicating via the web, the availability of sufficient information and detail to convey a sense of security of personal data (quadrant I). Multiple correlation analysis results also showed a very strong relationship between the independent and dependent variables in this study.



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DOI: http://dx.doi.org/10.17933/bpostel.2016.140105

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