EVALUASI KUALITAS LAYANAN WEBSITE UNIVERSITAS RIAU DENGAN METODE SERVQUAL
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Date
2022-02
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Elfitra
Abstract
Riau of University is a university located in Riau Province, Riau University has a
website that is used as an information center for activities at Riau University. The
application of website-based services needs to be supported by a good level of
service quality to its users. The Riau University website needs to be evaluated in
detail to measure the quality of website services for its users. The method used is
servqual includes dimensions is tangibles, reliability, responsiveness, assurance
and empathy. This method has 29 statement items and has 5 Likert scale of
perception and expectation. Riau University has a population of 32,857 students
and 1,561 lecturers. This study used the slovin technique to determined number of
respondents samples, the results obtained are 100 respondents. Based on the result
found that in the calculation of servqual the value of the gap dimensions is tangible
-0,38, reliability -0,37, responsiveness -0,40, assurance -0,33 dan emphaty -0,45.
This means that the Riau University website has higher expectations than the
perception of each dimension.
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Keywords
Website evaluation, Servqual, quality, website service
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