PENGUKURAN KUALITAS LAYANAN WEBSITE PERGURUAN TINGGI NEGERI DI BANDAR LAMPUNG MENGGUNAKAN METODE WEBQUAL DAN CUSTOMER SATISFACTION INDEX (CSI)

DEVIANA SAPUTRI, 1417051040 (2018) PENGUKURAN KUALITAS LAYANAN WEBSITE PERGURUAN TINGGI NEGERI DI BANDAR LAMPUNG MENGGUNAKAN METODE WEBQUAL DAN CUSTOMER SATISFACTION INDEX (CSI). FAKULTAS MATEMATIKA DAN ILMU PENGETAHUAN ALAM, UNIVERSITAS LAMPUNG.

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Abstrak

Penelitian ini bertujuan untuk memberikan gambaran mengenai kualitas layanan website Perguruan Tinggi Negeri di Bandar lampung dengan menggunakan metode WebQual yang mengacu pada tiga dimensi, website usability, information quality dan interaction quality. Penelitian ini juga menggunakan metode Customer Satisfaction Index (CSI) yang digunakan untuk mengetahui tingkat kepuasan pengguna. Selain itu untuk meningkatkan usability dari suatu website, maka dilakukan pengujian website performance dengan menggunakan automatic tools. Dari hasil penelitian yang telah dilakukan diketahui bahwa kualitas layanan website dipengaruhi oleh konten yang ada pada website tersebut. Hasil analisis CSI pada website Perguruan Tinggi Negeri di Bandar Lampung adalah merasa puas atas pelayanan website pada masing-masing Perguruan Tinggi Negeri di Bandar lampung. Berdasarkan hasil evaluasi Usability pada website diketahui bahwa website Perguruan Tinggi Negeri di Bandar Lampung sudah cukup baik terbukti dengan nilai page load time yang kurang dari 3 seconds. Kata Kunci: Kualitas Layanan Website, WebQual, CSI, Usability ABSTRACT This study aimed to provide an overview of the quality of State University website services in Bandar Lampung using the WebQual method which referred to three dimensions, website usability, information quality and interaction quality websites. This study also used the Customer Satisfaction Index (CSI) method which was used to determine the level of user satisfaction. In addition to improve the usability of a website, website performance testing was performed using automatic tools. The result of this research that the quality of website services was influenced by the content on the website. The results of CSI analysis on the website of State Universities in Bandar Lampung were satisfied with the website service at each State University in Bandar Lampung. Based on the results of the Usability evaluation on the website it is known that the website of State Universities in Bandar Lampung is good enough as evidenced by the page load time value which was less than 3 seconds. Keywords: Website Service Quality, WebQual, CSI, Usability

Tipe Karya Ilmiah: Skripsi
Subyek: H Ilmu Sosial = Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Q Science (General) > QA Mathematics > QA76 Computer software
Program Studi: Fakultas MIPA > Prodi Ilmu Komputer
Depositing User: 188537037 . Digilib
Date Deposited: 18 Oct 2018 03:45
Last Modified: 18 Oct 2018 03:47
URI: http://digilib.unila.ac.id/id/eprint/33807

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