ANALYSIS OF INFORMATION SYSTEM QUALITY OF SERVICE ON BSI ACADEMY’S ENVIRONMENT USING WEBQUAL METHODS, IMPORTANCE PERFORMANCE ANALYSIS AND FISHBONE

ANALYSIS OF INFORMATION SYSTEM QUALITY OF SERVICE ON BSI ACADEMY’S ENVIRONMENT USING WEBQUAL METHODS, IMPORTANCE PERFORMANCE ANALYSIS AND FISHBONE

• By Gata, Windu; H, Gilang, Oryza;
• Jurnal Internasional Bereputasi
• 541
• 229 - 241

At this time there have been many academic services developed in line with the present technology. Some colleges are already applying academic information system using internet media one website. Monitoring of incoming students, the increase in the ability of the students, through the student media website can find all kinds of information related to the academic field, the quality of education in the College continues to be improved to gain the trust and satisfaction of students in this Ministry that maximum based on the perceptions and expectations of student performance. The existing problems of the used method of approach to the assessment of the quality of the website i.e. WebQual by focusing on four dimensions: Usability Quality, Information Quality, Service Interaction Quality, and User Interface Quality which then uses the technique of analysis i.e. Importance Performance Analysis (IPA). After testing the invalidated the results of the compliance levels with A total 85, 75% already approaching good service based on 100% the performance of websites and produce distribution attributes belonging to the quadrant A (Priority) i.e. site yet provide a sense of security for storing personal data and layout information in the site is not yet right and there is a GAP in all dimensions of performance and expectations of students. Resulting improvements in methods of strategy diagram ishikawa (fishbone) i.e. 

• Katakunci Quality of Service Information System, WebQual, Importance Performance Analysis.
• URL http://www.jatit.org/volumes/Vol95No2/1Vol95No2.pdf
• Penerbit Journal of Theoretical and Applied Information Technology (JATIT), Islamabad

REFERENSI

[1] Arifin, Suci Ramadhani., Eko Nugroho., Hantono, Bimo Sunarfri. (2015). Analisis Kualitas Layanan Website Universitas Hasanudin dengan Metode WebQual 4.0. Modifikasi. Teknomatika Vol.8, No. 1, ISSN: 1979-7656.

[2] Arikunto. 2006. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta:PT. Asdi Mahasatya. [3] Azwar, S. (2006). Tes Prestasi: fungsi dan pengembangan prestasi belajar. Edisi Kedua. Yogyakarta: Pustaka Pelajar. [4] Barnes, Stuart J dan Richard Vidgen. (2002). Measuring Web Site Quality Improvments: A Case Study of The Forum On Strategic Management Knowledge Exchange. Industrial Management & Data Systems, Vol. 103 Iss 5 pp. 297-309. [5] Brandt, D.R. 2000. “An “Outside-In” Approach to Determining Customer-Driven Priorities for improvement and Innovation”. White Paper Series, Volume 2-2000. http://www.burke.com/whitepapers/Burke%2 0Overview%20v1%20pdf.pdf [6] Ependi, Usman. 2016. Uji Kualitas Website Dengan Instrumen Webqual (Studi Kasus: Sistem Informasi Stocking and Ordering Auto 2000 Regional Part Depo Palembang). Jurnal Sistem Informasi, Volume 5, No. 5, 676-686. [7] Gani, Irwan. Dan Amalia, Siti. 2015. Alat Analisis Data: Aplikasi Statistik untuk Penelitian Bidang Ekonomi dan Sosial. ANDI Yogyakarta: Yogyakarta. [8] Gaspersz, V. dan A. Fontana. 2011. Integrated Management Problem Solving Panduan bagi Praktisi Bisnis dan Industri. Penerbit Vinchristo Publication. [9] Ghozali. 2005. Aplikasi Analisis Multivarariate Dengan Program SPSS. Badan Penerbit Universitas Diponegoro Semarang. Semarang. [10] Hasanov, Jasur dan Haliyana Khalid. 2015. The Impact of Website Quality On Online Purchase Intention Of Organic Food in Malaysia: A WebQual Model Approach. Procedia Computer Science, 73, 382-389. [11] Heizer, J dan Render, B. (2006). Manajemen Operasi. Salemba Empat: Jakarta. [12] Hidayat, Anang. 2007. Strategi Six Sigma Peta Pengembangan Kualitas dan Kinerja Bisnis. Jakarta :PT. Elexmedia Komputindo ISBN : 979-20-9787-2. [13] Imelda dan Erik, M. 2014. Perancangan Sistem Informasi Akademik Pada Sekolah Dasar Negeri Sukajadi 9 Bandung. Jurnal Sistem Informasi Akademik, Vol. 3, No. 4, Maret 47-48. [14] Isfarani, Sulistio, H., & Wicaksono, A. (2011). Kajian Karakteristik Angkutan Ojek Sepeda Motor dan Cidomo di Kota Mataram. Jurnal Rekayasa Sipil. Vol. 5(2), 84-94. [15] Kelana, Irwan. Tik Mampu Tingkatkan Mutu Kampus. Republika Post 27 Juni 2014. 20 Maret 2016. [16] Khawaja, K.F. & Bokhari, R.H., 2010. Exploring the Factors Associated with Quality of Website. Global Journal of Computer Science and Technology, 10(14), pp. 37-45. [17] Kuswandi dan Mutiara, Erna. 2004. DELTA : Delapan Langkah dan Tujuh Alat Statistik untuk Peningkatan Mutu Berbasis Komputer. Jakarta : PT. Elex Media Komputindo ISBN : 979-20-5657-2. [18] Linus, David., Sinaga, Tuti Sarma., Pujangkoro, Sugiharto. 2013. Perancangan Perbaikan Kualitas Pelayanan Dengan Menggunakan Analisis Importance Performance Analysis dan Potential Gain Customer Value (Studi Kasus Di PT. XYZ). E-Jurnal Teknik Industri FT Usu Vol. 1 No. 2 pp.15-20. [19] Longstreet, Phil. 2010. Evaluating Website Quality: Applying Cue Utilization Theory to WebQual. IEEE: System Sciences (HICSS), 43rd Hawaii International Conference On 1530-1605. [20] Martono, Nanang. 2011. Metode Penelitian Kuantitatif Analisis Isi dan Analisi Data Sekunder. Jakarta: PT. RajaGrafindo Persada. [21] Nada, Noora Qotrun dan Wibowo, Setyoningsih. 2015. Pengukuran Kualitas Layanan Sistem Informasi Akademik Menggunakan Metode WebQual 4.0. Semarang: Jurnal Informatika UPGRIS, Volume 1 No. 2. [22] Nasution, Miftah dan Mudjahidin. 2013. Analisis Kualitas Layanan Website Kantor Pelayanan Perbendaharaan Negara (KPPN) Surabaya I Dengan Metode WebQual. Surabaya: SESINDO. [23] Nazir, M. 2003. Metode Penelitian. Jakarta: Ghalia Indonesia. [24] Nazir, M. 2009. Metode Penelitian Cetakan Ketujuh. Bogor: Ghalia Indonesia. [25] Prasetyo, Bambang dan Jannah, Lina Miftahul. 2005. Metode Penelitian Kuantitatif. Jakarta: PT. RajaGrafindo Persada. [26] Purnama, Nursya'bani. 2006. Manajemen Kualitas: Perspektif Global. Yogyakarta: Ekonisia.

[27] Riskinandini, Riana. 2006. Kajian Analisis Konjoin dan Penerapannya Pada Preferensi Mahasiswa Tingkat Akhir IPB Terhadap Pekerjaan. Skripsi. Bogor: Institut Pertanian Bogor. [28] Ruhimat, D. 2008. Kepuasan Pelanggan PT. Gramedia Pustaka Utama. Jakarta. [29] Sari, Diana Puspita., Prastawa Heru, dan Lintang Dyah. 2010. Analisis Tingkat Kepentingan Atribut Perpustakaan Berbasis Riset Melalui Metode Conjoint Analysis Studi Kasus Di Universitas Diponegoro. J@TI Undip, Vol V, No. 2. [30] Scarvada, A.J., Tatiana Bouzdine-Chameeva, Susan Meyer Goldstein, Julie M. Hays, Arthur V. Hill. 2004. A Review of the Causal Mapping Practice and Research Literature. Second World Conference on POM and 15th Annual POM Conference, Cancun, Mexico, April 30 – May 3, 2004. [31] Schiffman dan Kanuk. 2007. Perilaku Konsumen. Edisi Kedua. Jakarta: PT. Indeks Gramedia. [32] Sitinjak, Tony., Durianto, Darmadi., Sugiarto., Yunarto, Holy Icun. 2004. Model Matriks Konsumen untuk Menciptakan Superior Customer Value. Jakarta : PT. Gramedia Pustaka Utama. [33] Sugiyono.2010. Metode Penelitian Kuantitatif Kualitatif & RND. Bandung: Alfabeta. [34] Sugiyono. 2012. Memahami Penelitian Kualitatif. Bandung: Alfabeta. [35] Supranto, J. 2001. Pengukuran Tingkat Kepuasan Pelanggan. Jakarta:Bineka Cipta. [36] Taufiq Rohmat. 2013. Sistem Informasi Manajemen (Konsep Dasar, Analisis dan Metode Pengembangan). Yogyakarta: Graha Ilmu. [37] Umar, Husein. 2003. Metode Riset Bisnis: Panduan Mahasiswa Untuk Melaksanakan Riset Dilengkapi Contoh Proposal dan Hasil Riset Bidang Manajemen dan Akuntansi. Jakarta: PT. Gramedia Pustaka Utama [38] Waryanto, Budi dan Millafati, Yuan Astika. 2006. Transformasi Data Skala Ordinal Ke Interval Dengan Menggunakan Makro Minitab. Informatika Pertanian Volume 15. [39] Wicaksono, Bayu Luhur., Susanto, Adi., Winarno, Wing Wahyu. 2012. Evaluasi Kualitas Layanan Website PUSDIKLAT BPK RI Menggunakan Metode WebQual Modifikasian dan Importance Performance Analysis. Media Ekonomika & Teknologi Informasi Vol 19, No. 1, 21-34. [40] Zeithamal, A.V,. Berry L. L., dan Parasuraman, A., (1998). The Nature and Deteminants of Customer Expectations of Services. Journal of Academy Marketing Science, 21,1-12. [41] Zupriadi, Fikri., Utami, Ema., Emha, Taufiiq Luthfi. 2015. Pengukuran Kualitas Layanan Website Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Indragiri Hulu. Seminar Nasional Teknologi Informasi Dan Multimedia. ISSN: 2302-3805.