ANALISIS PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN PENGGUNA WEBSITE LAYANAN AKADEMIK (STUDI KASUS : www.bsi.ac.id AMIK BSI JAKARTA)

Yopi Handrianto

Abstract


Abstract Previousstudies on the use of internet website state that a website satisfaction level is determined by the e-Service. AMIK BSI Jakarta has been using e-Service for its academic service activities. But there are some constraints like website usefulness, aesthetics, security system and responsiveness that have not been optimized. This study proposes a model to see the relationship between the satisfaction of websites containing academic information for students and the intention to revisit the website, so its e -Service has become an important necessity for students. This study conducts a survey to students between the ages of 19 (nineteen) up to 30 (thirty) years that has a lot of experience in using the academic website,particularlyfrom semester three (3) to semester 6 (six) students. They are from 3 (three) different majors: Komputerisasi Akuntansi (Computer Accounting), Manajemen Informatika (Infromatics Management) and Teknik Komputer (Computer Engineering) at Akademi Manajemen Informatika dan Komputer (AMIK BSI Jakarta) . The respondents answered the questionnaire based on their experience in exploring the academic website. Dataobtained are processed for the purposes of descriptive data analysis by using Structured Equation Modeling (SEM) method and Analysis of Moment Structure (AMOS) for testing the hypothesis. This study was conducted at AMIK BSI Jakarta Kramat and Salemba campuses for 5 (five) months. The results of this study show that the validity and reliability of each indicator is significantly connected to variable and can significantly contribute to evaluating the websites service quality. How the acquisition of information provided by the website will affect students’ satisfaction, therefore encourage their intention to revisit the website.

 
 

Intisari Penelitian terhadap penggunaan internet sebelumnya menyatakan bahwa ukuran kepuasan website ditentukan oleh  kualitas e-Service. AMIK BSI Jakarta telah  melakukane-Service untuk kegiatan pelayanan akademiknya. Namun ada beberapa kendala yang di hadapi seperti kebermanfaatan website, estetika website, sistem keamanan website dan daya tanggap website yang belum optimal.

 


 

 


Penelitian ini mengusulkan sebuah model untuk melihat hubungan antara kepuasan website yang berisi informasi akademik kepada mahasiswa dan niatan untuk berkunjung  kembali ke website tersebut sehingga e-Servicewebsite tersebut menjadi suatu kebutuhan yang cukup penting keberadaannya bagi mahasiswa. Dalam penelitian ini dilakukan survei terhadap mahasiswa yang berusia antara 19 (sembilan belas) sampai dengan 30 (tiga puluh) tahun yang memiliki banyak pengalaman dalam menggunakan website akademik terutama mahasiswa semester 3 (tiga) sampai semester 6 (enam) dari 3 (tiga) jurusan yang berbeda yaitu jurusan Komputerisasi Akuntansi, jurusan Manajemen Informatika dan jurusan Teknik Komputer di Akademi Manajemen Informatika dan Komputer (AMIK BSI Jakarta). Para responden menjawab kuesioner berdasarkan pengalaman mereka dalam mengeksplorasi website akademik. Data dari responden yang diperoleh akan diolah untuk keperluan analisis data deskriptif dengan metode pemodelan persamaan Struktural atau Structured Equation Modelling (SEM) dengan bantuan Analysis of Moment Structure (AMOS) untuk menguji hipotesis penelitian ini. Proses penelitian ini dilaksanakan di Kampus BSI wilayah Kramat dan Salemba AMIK BSI Jakarta selama 5 (lima) bulan. Hasil penelitian ini bahwa nilai validitas dan reabilitas setiap indikator terhubung signifikan terhadap variabel dan dapat memberikan kontribusi untuk mengevaluasi kualitas pelayanan website, sehingga diketahui bagaimana perolehan informasi yang diberikan mempengaruhi kepuasan mahasiswa terhadap website, sehingga menimbulkan niatan kembali mahasiswa untuk mengunjungi website tersebut.

 

Kata Kunci AMOS, e-Service, Internet, Layanan Akademik, SEM.,Website.


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DOI: https://doi.org/10.31294/jtk.v2i1.361

ISSN2550-0120

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