An Integration of Webqual 4.0, Importance Performance Analysis and Customer Satisfaction Index on E-Campus
Unknown authors
Abstract
The research aims to analyze the E-Campus system to determine the system's quality based on the level of user satisfaction and to find out which indicators need improvement in the system using the WebQual 4.0, Importance Performance Analysis, and Customer Satisfaction Index methods.The respondents of this study were students and lecturers of IAIN Bukittinggi.The results of the conformity analysis and gap analysis show that the overall performance of the current system is still not in line with the expectations of its users.The results of the student science analysis showed that general indicators that needed improvement were indicators US1,US3,US5,IQ3, and SIQ6 with a CSI value of 76.41% included in the "Satisfied" category.In contrast, the Lecturer's IPA analysis results showed that overall indicators that needed improvement were US1, US5, and SIQ6 with a CSI value of 82.13% included in the "Very Satisfied" category.Although the results of the analysis of the two respondents are categorized as "Satisfied" with the E-Campus service, it still needs to be developed better to achieve maximum satisfaction.The implication of this research is to be able to find out the extent of user satisfaction with the quality of the E-Campus Academic Information System at IAIN Bukittinggi and the results of the research that are expected to be a benchmark for the management of the E-Campus Academic Information System in making improvements and developing the E-Campus System in the future.