EVALUASI KUALITAS LAYANAN WEBSITE UNIVERSITAS RIAU DENGAN METODE SERVQUAL

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.