Maharani, Ganestiana Diah (2025) Pengukuran Kepuasan Pengguna terhadap Sistem Pelayanan Online Mandiri Inhealth Menggunakan Metode Webqual 4.0 dan Importance-Performance Analysis (IPA). Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to evaluate the service quality of the Mandiri Inhealth Online Service System website using the WebQual 4.0 and Importance-Performance Analysis (IPA) methods. This study focuses on three main dimensions: usability, information quality, and service interaction quality. Data were collected through questionnaires distributed to 54 respondents consisting of Mandiri Inhealth Surabaya employees. The results of the study indicate that the main factors that need to be improved are ease of use, clarity of interaction, and accuracy of information provided by the system. Mapping using the IPA Cartesian diagram identifies attributes that have the highest priority for improvement. With these results, it is hoped that Mandiri Inhealth can improve the quality of their digital services to better suit user needs. Keywords: WebQual 4.0, Importance-Performance Analysis, Service Quality, Online Service System
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 000 - COMPUTER SCIENCE, INFORMATION, GENERAL WORKS > 000 - 009 COMPUTER SCIENCE, INFORMATION, GENERAL WORKS > 000 - COMPUTER SCIENCE, INFORMATION, GENERAL WORKS 000 - COMPUTER SCIENCE, INFORMATION, GENERAL WORKS > 000 - 009 COMPUTER SCIENCE, INFORMATION, GENERAL WORKS > 004 - COMPUTER SCIENCE 600 - TECHNOLOGY > 600 - 609 TECHNOLOGY > 600 - TECHNOLOGY |
| Divisions: | Bachelor of Information Systems |
| Depositing User: | Ganestiana Diah Maharani |
| Date Deposited: | 05 Mar 2025 06:44 |
| Last Modified: | 05 Mar 2025 06:44 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13038 |
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