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PENGUKURAN KUALITAS LAYANAN WEBSITE SAMBAT ONLINE KOTA MALANG DENGAN MENGGUNAKAN METODE WEBQUAL 4.0

Ramadhana, Fernandi Afrian (2018) PENGUKURAN KUALITAS LAYANAN WEBSITE SAMBAT ONLINE KOTA MALANG DENGAN MENGGUNAKAN METODE WEBQUAL 4.0. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The presence of internet-based information systems in government agencies is marked by the emergence of various websites in each government instance which is the initial stage in developing e-government. Sambat Online is one of e-government in the form of complaint website about Malang government which managed directly by Diskominfo Malang. As one of the new e-government, it is necessary to measure to know the quality of Sambat Online website and get feedback based on the user satisfaction. The quality of the services provided is the main focus which greatly affects the user's satisfaction. Some researchers argue if the quality is better, so that there will be many users who feel satisfied. In this research, the writer uses Webqual 4.0 method that is considered appropriate to measure the quality of service based on user’s satisfaction. After testing the rating’s result of Sambat Online website’s user by using WebQual 4.0, it needs to be done the data analysis using linear regression analysis techniques. The results of this research indicate that significantly, the websites’ quality consisting of Usability, Information Quality and Service Interaction Quality does not affect the user’s satisfaction of Sambat Online website. In other words, the manager that is Diskominfo Malang should improve the features and content of information in order to be more qualified.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201210370311315
Keywords: Sambat Online is one of e-government in the form of complaint website about Malang government which managed directly by Diskominfo Malang
Subjects: Z Bibliography. Library Science. Information Resources > ZA Information resources
Divisions: Faculty of Engineering > Department of Informatics (55201)
Depositing User: Sulistyaningsih Sulistyaningsih
Date Deposited: 29 Nov 2018 02:16
Last Modified: 29 Nov 2018 02:16
URI : http://eprints.umm.ac.id/id/eprint/41079

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