Measurement Satisfaction Information System Quality Service On BSI Using Webqual And CSI

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Abstrak

BSI sebagai salah satu kampus yang memanfaatkan ICT dalam bidang pendidikan terbukti telah meraih penghargaan TESCA (Telkom Smart Campus) pada tahun 2014 dalam upaya meningkatkan mutu akademik dan semakin mendapatkan kepercayaan dari masyarakat. Peningkatan mutu akademik melalui pemanfaatan TIK selaras dengan perkembangan teknologi saat ini. Sistem Informasi Akademik yang telah diimplementasikan menjadi pendorong dalam upaya meningkatkan mutu, namun seiring perkembangan kebutuhan akademik yang bertambah, dibutuhkan analisa untuk mengukur tingkat kepuasan layanan website yang diharapkan mampu mendongkrak pelayanan maksimal kepada semua komponen di lingkungan akademi BSI. Penelitian ini berfokus pada kepuasan pengguna website Students.bsi.ac.id melalui dimensi Webqual 4.0 Modifikasi (Usability, Information, Service Interaction, dan User Interface) yang kemudian dilakukan analisa dengan metode Customer Satisfaction Index untuk mengetahui kriteria kepuasan pada pelayanan. Hasil pengujian yang telah dilakukan didapatkan skala CSI 0.97 atau 97.15% dengan nilai kriteria sangat puas.

Kata Kunci: ICT, webqual, sistem informasi, kepuasan, kualitas layanan

Abstract

BSI as one campus utilizing ICT in education is proven to have been awarded TESCA (Telkom Smart Campus) in 2014 in an attempt to improve the quality of academic and increasingly gain the trust of the community. Academic quality improvement through ICT utilization in tune with current technological developments. Academic information system that has been implemented into a driving force in an attempt to improve the quality, but as the development of the academic requirements increased, the required analysis to measure the level of satisfaction of the website services are expected to boost the maximum services to all components of the neighborhood Academy of BSI. This research focuses on the satisfaction of website users Students.bsi.ac.id via dimensional Webqual 4.0 Modifications (Usability, Information, Service Interaction, and User Interface) which is then done by the method of analysis of the Customer Satisfaction Index to know the criteria of customer satisfaction on service. The results of the testing that has been done is obtained the scale CSI 0.97 or 97.15% very satisfied criteria value.

Keywords: ICT, webqual, information systems, satisfaction, service quality