Indriani, Liliosa (2024) Penerapan Metode Webqual 4.0 dan Importance Performance Analysis Dalam Mengevaluasi Kepuasan Pengguna Website PPDB Online (Studi Pada Siswa SMK Negeri 1 Labuan Bajo). Undergraduate thesis, Fakultas Teknologi Informasi Universitas Merdeka Malang.

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Abstract

PPDB online is an integrated innovative service system or website designed by the Province of NTT in collaboration with TELKOM. The aim is to make it easier for prospective new students and parents at the registration stage. However, many students experience difficulties such as registration confusion when they first use the PPDB website because there are too many features on the website. Based on this problem, the following research was carried out in order to understand the extent of user acceptance of the online PPDB website, an analysis of user satisfaction with the website must be carried out. Therefore, an analysis must be carried out regarding the factors that have an impact on the quality of user satisfaction. Through these results, assessments can be carried out to improve website quality based on user satisfaction. In the following research, the Webqual 4.0 method is used to analyze website quality based on user satisfaction. Importance Performance Analysis was chosen because its focus determines priorities and helps determine what quality dimensions are important to users and how far the website meets user expectations. Therefore this approach provides clear guidelines for generating the most effective and relevant improvement suggestions to increase user satisfaction. The results of the level of conformity on the PPDB Online website on the usability variable are 104.84%, on the information quality variable it is 96.05%, on the service interaction quality variable it is 103.09%, and on the user satisfaction variable it is 99.68%. This shows that the indicators for information quality and user satisfaction, the actual quality (performance) perceived by users, is not in accordance with the expected ideal quality (importance). The results of the gap level on the PPDB Online website for the variables usability, information quality, service interaction quality, and user satisfaction are 0.014817, the gap value is positive 0, meaning the quality of the website meets user needs.

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