Wijayanti, Auditi Kurnia (2025) EVALUASI KUALITAS WEBSITE SSW ALFA MENGGUNAKAN WEBQUAL 4.0 MODIFIKASI DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Advances in information technology have prompted the government to develop digital public services to improve accessibility, transparency, and efficiency. The Surabaya Single Window (SSW) Alfa website is an initiative of the Surabaya City Government to facilitate online administrative processes. However, various complaints such as registration failures, verification delays, and system instability indicate poor service quality. This study aims to evaluate the quality of the SSW Alfa website using the modified WebQual 4.0 model, which includes additional variables such as reliability, trust, and community support, and is analyzed using the Importance Performance Analysis (IPA). A total of 385 respondents completed a five-point Likert scale questionnaire to assess the performance and importance of each indicator. Data were analyzed using SPSS 29 and Excel. The results showed an average conformity rate of 93%, but most indicators had negative gap values. The largest gap was found in the dimensions of information quality and reliability, with a conformity rate of only 80–81%. The IPA mapping placed four indicators— information accuracy, information completeness, system reliability, and performance consistency—in Quadrant I as top priorities for improvement. These findings emphasize the importance of enhancing technical aspects and content quality to make digital public services more aligned with user expectations. This study also provides practical recommendations for digital service managers in the public sector. Keywords: Website Quality, E-government, WebQual 4.0, Importance Performance Analysis, Surabaya Single Window Alfa
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.6-58.62 Management Information Systems |
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| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Auditi Kurnia Wijayanti | ||||||||||||
| Date Deposited: | 25 Jul 2025 01:30 | ||||||||||||
| Last Modified: | 25 Jul 2025 01:30 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40824 |
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