PENGUKURAN KUALITAS LAYANAN WEBSITE PEMERINTAH KOTA PEKANBARU BERBASIS WEB MENGGUNAKAN METODE WEBQUAL 4.0

Abstract

Pekanbaru City is currently developing rapidly in urban development and governance. In accordance with the vision and mission of the Mayor of Pekanbaru, namely the realization of Pekanbaru as a smart civil city, improvements are needed in the form of services. Technological advances make it easier to communicate freely, without being limited by space, distance and time, so the role of the website is very supportive of technological advances in the city of Pekanbaru. For this reason, it is necessary to evaluate the website services owned by the city government. The method used is webqual 4.0, which is measuring based on end user perceptions. There are three aspects that will be assessed by end users, namely from the aspect of usability, information quality and interaction quality. Data analysis uses Importance Performance Analysis (IPA), which is a measurement of the level of conformity to find out how much users are satisfied with the performance of the website. After taking measurements, one aspect that needs to be improved by the Pekanbaru City Communications, Informatics, Statistics and Encoding Department was found, namely providing fairly detailed information. Improvements need to be made because these aspects have a high importance but the performance is not satisfactory and the level of conformity is 91.5%, it can be concluded that users are satisfied with the performance of the website and service providers are considered to have understood what users want.