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Dorman, Adam
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Computer Science & IT

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EVALUASI KUALITAS LAYANAN WEBSITE KIP KULIAH MENGGUNAKAN METODE E-GOVQUAL DAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA) Dorman, Adam; Fadhilah, Muhammad Afif; Adityawan, Rajendra Mahyaputra; Rizal, Muhammad
POSITIF : Jurnal Sistem dan Teknologi Informasi Vol 12 No 1 (2026): Positif : Jurnal Sistem dan Teknologi Informasi
Publisher : P3M Politeknik Negeri Banjarmasin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31961/positif.v12i1.15541

Abstract

The KIP Kuliah program is a strategic government initiative aimed at providing equal access to higher education, utilizing a website as its primary service gateway. However, user complaints regarding technical issues and service responsiveness frequently arise during peak registration periods. This study aims to evaluate the service quality of the KIP Kuliah website (kip-kuliah.kemdikbud.go.id) using the E-Government Service Quality (E-GovQual) method integrated with Importance-Performance Analysis (IPA). Data were collected via questionnaires from 60 active student users. IPA results indicate that the attributes of "Personal Data Security" (Trust) and "Help Response Speed" (Citizen Support) fall into Quadrant I (Top Priority), meaning user expectations are high while actual performance remains low. Supporting technical evaluation reinforces these findings with a mobile Largest Contentful Paint (LCP) score of 3.1 seconds, classified as slow. Managerially, this study recommends urgent improvements to the helpdesk features and the transparency of the privacy policy to enhance user trust.
Co-Authors Adityawan, Rajendra Mahyaputra Fadhilah, Muhammad Afif MUHAMMAD RIZAL