Pengaruh Kualitas Website Lembaga Penerbangan dan Antariksa Nasional Terhadap Kepuasan Pengguna dengan Metode Webqual
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Abstract
In early 2020, LAPAN launched the latest version of the website with updated look and features. The problem is that the quality of the LAPAN website has not been able to satisfy users. This study aims to determine the effect of the LAPAN website on user satisfaction with the WebQual method. Respondents are LAPAN employees at the LAPAN Work Unit who have used or interacted with the LAPAN website. The number of samples taken 193 respondents by purposive sampling based on the Slovin formula. The validity and reliability test results of the research instruments are valid and reliable because they meet the requirements. The results are (1) the multiple regression equation model to user satisfaction is Y = 0.305 + 0.067 Usability + 0.016 Information Quality + 0.037 Service Interaction Quality; (2) the Usability, Information Quality, and Service Interaction Quality variables have a positive and significant effect on LAPAN website user satisfaction; (3) the Usability variable and Service Interaction Quality variable have positive and partially significant effect on LAPAN website user satisfaction, while the Information Quality variable has no positive and significant effect on LAPAN website user satisfaction; and (4) Usability, Information Quality and Service Interaction Quality variables contributed 58.4% to LAPAN website user satisfaction, while the remaining 41.6% was influenced by other independent variables.
Di awal tahun 2020, LAPAN telah melakukan peluncuran website versi terbaru dengan tampilan dan fitur yang telah diperbarui. Permasalahannya adalah kualitas website LAPAN tersebut belum dapat memuaskan pengguna. Untuk itu penelitian ini bertujuan melihat mengetahui pengaruh website LAPAN terhadap kepuasan pengguna dengan metode WebQual. Responden ialah pegawai LAPAN pada satuan kerja di lingkungan LAPAN yang pernah memanfaatkan atau berinteraksi dengan website LAPAN. Jumlah sampel yang diambil 193 responden secara purposive sampling berdasarkan rumus Slovin. Hasil uji validitas dan reliabilitas instrumen penelitian adalah valid dan reliabel karena telah memenuhi persyaratan. Hasil penelitian adalah (1) model persamaan regresi berganda untuk Kepuasan pengguna Y = 0,305 + 0,067 Usability+ 0,016 Information Quality + 0,037 Service Interaction Quality; (2) Variabel Usability, Information Quality, dan Service Interaction Quality berpengaruh positif dan signifikan secara simultan terhadap kepuasan pengguna website LAPAN; (3) Variabel Usability dan Service Interaction Quality berpengaruh positif dan signifikan secara parsial terhadap kepuasan pengguna website LAPAN, sedangkan variabel Information Quality tidak berpengaruh positif dan signifikan secara parsial terhadap kepuasan pengguna website LAPAN; dan (4) Variabel Usability, Information Quality dan Service Interaction Quality memberikan sumbangan pengaruh 58,4% terhadap kepuasan pengguna website LAPAN, sedangkan sisanya sebesar 41,6% dipengaruhi oleh variabel bebas lain.
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