Evaluation of the Quality of the Population Administration Service Website Using WebQual 4.0 and Importance–Performance Analysis

Baiq Riska Nadia Cahyani; Maulana Ashari; Maemun Saleh

doi:10.55537/j-ibm.v6i2.1991

Authors

Baiq Riska Nadia Cahyani STMIK Lombok
Maulana Ashari STMIK Lombok
Maemun Saleh STMIK Lombok

DOI:

https://doi.org/10.55537/j-ibm.v6i2.1991

Keywords:

WebQual 4.0, Importance–Performance Analysis, Customer Satisfaction Index, website quality, public services

Abstract

This study evaluates the quality of the population administration service website of Central Lombok Regency using WebQual 4.0, the Customer Satisfaction Index (CSI), and Importance–Performance Analysis (IPA). Data from 120 eligible respondents were collected using observation, interviews, and questionnaires. The CSI calculated from 21 WebQual attributes was 73.13%, categorized as satisfied. Recalculation of the IPA using mean performance 3.6567 and mean importance 4.1397 identified six Quadrant I priorities: IQ1, IQ3, IQ5, SIQ2, SIQ4, and SIQ6. These attributes concern information accuracy, information updates, clarity of language, perceived safety, service suitability, and reliability. The findings describe sampled users’ perceptions and cannot represent all residents; further evaluation is needed after improvements.

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