Evaluasi Kualitas Web Pemerintah Menggunakan Metode Webqual 4.0 dan Importance Performance Analysis (IPA) (Studi Kasus: Situs Kecamatan Ngantang)

This study aims to evaluate the service quality of the Ngantang Sub-district website using the WebQual 4.0 and Importance Performance Analysis (IPA) methods. WebQual 4.0 is used to measure site quality based on three main dimensions, namely Usability, Information Quality, and Service Interaction Quality. IPA is used to identify gaps between user expectations and actual performance. The results showed that the level of service quality conformity reached 80.05%, with an average gap (GAP) of -0.78. Quadrant analysis revealed that 6 attributes require priority improvement, 5 attributes need to be maintained, 5 attributes are of low priority, and 6 attributes are over-rated. Based on these results, this study recommends improvements in the aspects of data security, website visibility, presentation of relevant information, and improved service interaction to increase user satisfaction and overall service quality.