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All Journal JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika)
Raja, Arta Novrida Lumban
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Computer Science & IT Education

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IMPLEMENTATION OF E-SERVICE QUALITY METHOD AND IMPORTANCE PERFORMANCE ANALYSIS (IPA) FOR SERVICE QUALITY ANALYSIS ON WATTPAD APPLICATION Raja, Arta Novrida Lumban; Utomo, Rio Guntur
JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Vol 10, No 1 (2025)
Publisher : STKIP PGRI Tulungagung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29100/jipi.v10i1.5945

Abstract

Everyday life now requires mobile applications. One popular application is Wattpad, an online platform that allows users to read, write, and share stories for free, though some are also paid. With millions of users worldwide, Wattpad has become a trendy place for writers and readers to interact and enjoy literary works. However, with the rapid growth of Wattpad users, application managers need to ensure the quality of service they provide to users. This research involved 402 respondents who are active users of the Wattpad application. Given the importance of service quality in maintaining Wattpad's competitiveness in a competitive market and enhancing the user experience, this study applies the Importance of Performance Analysis (IPA) and E-Service Quality methods. Site Organization, Responsiveness, Reliability, User Friendliness, Personal Needs, and Efficiency are the six variables used to measure user perceptions. After data was collected through the distribution of questionnaires to Wattpad users, the data was analyzed using SPSS. The analysis results show that the level of user satisfaction with the services offered by the Wattpad application reaches 85%
Co-Authors Rio Guntur Utomo