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All Journal JuSiTik : Jurnal Sistem dan Teknologi Informasi Komunikasi
Rika Kharlina Ekawati
STMIK MDP
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Penerapan Model Kano Dengan Menggunakan Dimensi Serqvqual Dalam Upaya Peningkatan Kualitas Layanan Web Di Sekolah Tinggi XYZ Dorie Pandora Kesuma; Rika Kharlina Ekawati
JuSiTik : Jurnal Sistem dan Teknologi Informasi Komunikasi Vol. 2 No. 1 (2018): Jurnal Sistem dan Teknologi Informasi Komunikasi
Publisher : Universitas Katolik Musi Charitas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32524/jusitik.v2i1.430

Abstract

Today, web-based electronic services are usually applied by various higher education institutions in effort to meet the interests of the organization and also the interests of their service users. This research use Kano Model to study service quality attributes found on the website services of higher education institutions at XYZ Higher Education so that the management of XYZ Higher Education can know the priority needs of their web-based service users to improve the quality of the its web-based services. The Kano Model is also used to measure the relationship between the level of satisfaction and the effort to improve it’s level by XYZ Higher Education. This research use 27 service quality attributes that were measured using the Kano Model. The results of this research showed that from 27 attributes, 11 attributes were eliminated and other 16 attributes need to be improved and maintained.
Identifikasi Faktor – Faktor Kepuasan Pengguna Terhadap Layanan Website Universitas ABC Menggunakan Metode IPA Dorie Pandora Kesuma; Rika Kharlina Ekawati
JuSiTik : Jurnal Sistem dan Teknologi Informasi Komunikasi Vol. 2 No. 2 (2019): Jurnal Sistem dan Teknologi Informasi Komunikasi
Publisher : Universitas Katolik Musi Charitas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32524/jusitik.v2i2.436

Abstract

This study aimed to identify the factors user satisfaction of ABC University website service with Importance Performance Analysis (IPA) method. IPA is used to measure the level of user satisfaction with the services provided. The population in this study was all students at ABC University, where the number of samples taken about 200 respondents. The method survey that was analyzed by IPA (Importance Performance Analysis) to determine the level of customer satisfaction that is the gap between importance and performance. The results showed that of the 27 attributes were analyzed by IPA grouped into quadrant I (7 attributes), quadrant II (8 attributes), quadrant III (5 attributes) and quadrant IV (6 attributes).
Co-Authors Dorie P. Kesuma