Measurement of Usability, Information Quality, Service Information Quality on News Portals Website using Important Performance Analysis

Hamzah M.L. Yeskermessuly A. Oktinadila Y. Nazaruddin Purwati A.A.
2023 Success Culture Press

Journal of Logistics, Informatics and Service Science
2023 #10 Issue 4 35 - 46 pp.

The News Portal serves as a platform for disseminating daily local news to the Indonesian population. To ensure the websites quality and effectiveness, it is crucial to evaluate its performance and user experience. The website faces several issues, such as an unappealing design, poor navigation, broken features, inaccurate information, and infrequent updates. In this study, we aim to assess the websites quality based on user satisfaction using the Webqual 4.0 approach, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). A total of 96 respondents participated in this study, selected using the Lemeshow formula. The analysis of conformity indicates that the overall average is 86%, falling below 100%. The gap analysis reveals a negative overall average of-0.54, indicating a misalignment between user expectations and the websites current performance. These results highlight the need for improvements to meet user requirements. The IPA quadrant analysis shows that attributes US3, US5, IQ1, IQ3, IQ4, and IQ5, with a CSI value of 67.61%, fall under the Satisfied category. However, despite the satisfactory service rating indicated by the CSI analysis, there is still room for improvement to achieve maximum user satisfaction, particularly in terms of Information Quality. In conclusion, this study demonstrates the importance of evaluating and enhancing the News Portal websites quality to meet user expectations. The findings highlight areas that require attention, specifically the aspect of Information Quality. By addressing these issues, the website can strive towards improved user satisfaction and provide a more effective platform for information dissemination.

important performance analysis , information quality , news portal , service quality , usability

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Department of Information System, Universitas Islam Negeri Sultan Syarif Kasim Riau, Indonesia
Altynsarin Arkalyk pedagogical Institute, Kazakhstan
Department of Industrial Engineering, Universitas Islam Negeri Sultan Syarif Kasim Riau, Indonesia
Department of Management, Institut Bisnis dan Teknologi Pelita Indonesia, Indonesia

Department of Information System
Altynsarin Arkalyk pedagogical Institute
Department of Industrial Engineering
Department of Management

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