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All Journal Jurnal Studi Pemerintahan INOVTEK Polbeng - Seri Informatika
Nurlaela, Norma Septin
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Computer Science & IT Social Sciences

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Usability Testing of the TUS MART Website by Measuring the Customer Satisfaction Index using the WebQual Model Nurlaela, Norma Septin; Zunaidi, Rizqa Amelia; Chandra, Huki; Putra, Perdana Suteja; Mardhiana, Hawwin; Hidayati, Sri
INOVTEK Polbeng - Seri Informatika Vol. 9 No. 2 (2024): November
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/587tg046

Abstract

Perkembangan pesat teknologi informasi telah mempermudah berbagai tugas bagi pengguna, khususnya melalui akses internet yang lebih mudah via telepon seluler. Lonjakan pengguna internet mobile sebagian besar dipicu oleh popularitas platform media sosial yang berfungsi sebagai aplikasi pertemanan virtual. Selain itu, media sosial juga berfungsi sebagai alat promosi, termasuk untuk mempromosikan aplikasi belanja daring, yang turut berkontribusi pada peningkatan transaksi e-commerce di Indonesia. Aktivitas hidroponik dan akuaponik di Telkom University Surabaya juga telah berkembang dan memasuki tahap panen produk, sehingga diperlukan sebuah platform untuk menjual produk-produk tersebut. Sebuah platform belanja daring dipilih untuk memasarkan produk-produk Telkom University Surabaya, memungkinkan konsumen untuk berbelanja kapan saja dan di mana saja. Platform ini, yang dikembangkan oleh Telkom University Surabaya, disebut TUS MART. Saat ini, TUS MART masih berada pada tahap pengembangan prototipe dan memerlukan uji usabilitas menggunakan Konsep WebQual. Temuan dari penelitian ini menunjukkan bahwa nilai Customer Satisfaction Index (CSI) untuk layanan TUS MART adalah 85,99%, yang mengindikasikan tingkat kepuasan yang tinggi di antara penggunanya.
Strengthening Digital Governance for Sustainable Eco-Friendly TUS Mart Website Sevice Through the Integration of IPA, PGCV, and Webqual Nurlaela, Norma Septin; Zunaidi, Rizqa Amelia; Chandra, Huki
Jurnal Studi Pemerintahan Vol 17, No 1 (2026): February 2026 (INPRESS)
Publisher : Department of Government Affairs and Administration, Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The advancement of information technology has simplified various tasks, mainly through easier mobile internet access, driven by the rise of social media platforms. Social media serves as both a virtual interaction tool and a promotional medium, including for online shopping applications, which have contributed to the growth of e-commerce in Indonesia. At Telkom University Surabaya, hydroponic and aquaponic activities have started harvesting, requiring a platform to market these products. TUS MART, an online shopping platform developed by Telkom University Surabaya, facilitates consumer access to shop anytime and anywhere. In its prototype stage, TUS MART's usability is being tested using the WebQual Concept. TUS Mart supports environmentally sustainable practices by facilitating the distribution of locally grown products using hydroponic and aquaponic farming methods. Through this approach, TUS Mart helps reduce the carbon footprint of the supply chain and promotes the consumption of healthier, more sustainable products. The study employs the Importance Performance Analysis (IPA) and Potential Gain in Customer Value (PGCV) methods to assess and prioritize improvements. The PGCV index identifies key attributes for service quality enhancement. Prioritized improvements include variable E4 in the Entertainment dimension (minimizing excessive ads), E3 in the Entertainment dimension (attractive text forms), W7 in the Web Appearance dimension (engaging content composition), and W6 in the Web Appearance dimension (attention-grabbing colors). These findings provide actionable insights for optimizing TUS MART's service quality.
Co-Authors Hawwin Mardhiana Huki Chandra Perdana Suteja Putra Sri Hidayati Zunaidi, Rizqa Amelia