Analisis Kualitas Website HSP Academy (PT. Hanosen Pratama) Menggunakan Metode Webqual 4.0 dan Importance and Performance Analysis (IPA)

Ikhsawiyanthi, Anisah; Wijoyo, Satrio Hadi; Mursityo, Yusi Tyroni

doi:10.25126/jtiik.2023104858

Jurnal SINTA 2

Analisis Kualitas Website HSP Academy (PT. Hanosen Pratama) Menggunakan Metode Webqual 4.0 dan Importance and Performance Analysis (IPA)

Jurnal Teknologi Informasi dan Ilmu Komputer (JTIIK) · Vol. 10 No. 1 (2023) · pp. 21–28

DOI: 10.25126/jtiik.2023104858
ISSN: 2528-6579, 2355-7699
Published: 2023-02-28
Publisher: Fakultas Ilmu Komputer, Universitas Brawijaya
Language: id

Abstract

HSP Academy merupakan perusahaan lembaga training yang terletak di Tangerang dan bertujuan untuk membantu dalam mengembangkan sumber daya manusia. HSP Academy sudah terdaftar oleh badan sertifikasi baik nasional maupun internasional. HSP Academy memanfaatkan website perusahaan dalam menunjang pelayanan dan kebutuhan informasi pelanggannya. Untuk menciptakan layanan yang dapat memberikan nilai bagi pelanggan mereka dan juga sebagai pengelolaan jaminan mutu berdasarkan ISO 9001:2015, perlu dilakukan penilaian kualitas layanan website dengan menggunakan metode WebQual 4.0 dan IPA untuk meningkatkan dan mempertahankan kualitas layanan berdasarkan asumsi penggunanya. Metode WebQual 4.0 menilai dengan cakupan masalah Usability, Information Quality dan Service Interaction, metode ini menilai apakah kinerja website sudah sesuai dengan harapan penggunanya. Sedangkan metode IPA digunakan untuk melihat permasalahan mana yang harus dilakukan perbaikan berdasarkan prioritas pada kuadran IPA. Berdasarkan hasil penyebaran kuesioner kepada 118 responden yang merupakan pengguna dari website HSP Academy, hasil penelitian menunjukkan terdapat 4 atribut pernyataan yang masuk kedalam prioritas utama yaitu tata letak informasi, pembaharuan informasi, informasi yang detail dan informasi yang akurat. Sedangkan terdapat 4 atribut pernyataan yang masuk kedalam prioritas rendah yaitu tampilan website, domain website, informasi dengan format bahasa serta penyampaian kritik dan saran terhadap website. Untuk atribut pernyataan lainnya tidak masuk kedalam prioritas perbaikan karena dinilai memiliki kinerja yang baik untuk dipertahankan. Rekomendasi perbaikan tampilan website pada prioritas utama dan prioritas rendah dibuat berdasarkan pedoman yang ada. AbstractHSP Academy is a training company located in Tangerang and aims to assist in developing human resources. HSP Academy has been registered by both national and international certification bodies. HSP Academy utilizes the company's website to support its customer service and information needs. To create services that can provide value for their customers and also as quality assurance management based on ISO 9001:2015, it is necessary to assess the quality of website services using WebQual 4.0 and IPA methods to improve and maintain service quality based on user assumptions. The WebQual 4.0 method assesses the coverage of Usability, Information Quality and Service Interaction problems. This method assesses whether the website's Performance is in accordance with the expectations of its users. Meanwhile, the IPA method is used to see which problems need improvement based on priority in the quadrant of IPA. Based on the results of distributing questionnaires to 118 respondents who are the users of the HSP Academy website, the results show that there are 4 attributes included in the high priority for improvement, those are information layout, updating of information, detailed information and accurate information. Meanwhile, there are 4 attributes included in low priority for improvement, those are website appearance, website domain, information in language format and the delivery of criticism and suggestions toward the website. The other attributes are not included in the priority for improvement because they are considered to have good Performance and sufficient enough to be maintained. Recommendations for the website’s interface are made based on the existing guidelines.

Collaboration network of the authors

40 authors · 80 co-authorship links · 18 across different organisations · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

University of Brawijaya
Institut Teknologi Sepuluh Nopember
Universitas Muhammadiyah Malang
National Research and Innovation Agency
Universitas Gadjah Mada

Different organisations
Same organisation
Affiliation unknown
Thicker line = more joint articles · bigger circle = more articles

Show as table

Co-author	Organisation	Joint articles
Admaja Dwi Herlambang	University of Brawijaya	5
Satrio Agung Wicaksono	University of Brawijaya	3
Aditya Rachmadi	University of Brawijaya	3
Hanifah Muslimah Az-Zahra	University of Brawijaya	3
Fahrur Rozi	Institut Teknologi Sepuluh Nopember	2
Septiyan Andika Isanta	Universitas Muhammadiyah Malang	2
Buce Trias Hanggara	University of Brawijaya	2
Faizatul Amalia	University of Brawijaya	2
Ahmad Afif Supianto	University of Brawijaya	2
Mochamad Chandra Saputra	University of Brawijaya	2
Candra Dewi	University of Brawijaya	1
Dany Primanita Kartikasari	University of Brawijaya	1
Diana Purwitasari	Institut Teknologi Sepuluh Nopember	1
Yufis Azhar	Universitas Muhammadiyah Malang	1
Cindy Felita Nur Alimah	University of Brawijaya	1
Suprapto Suprapto	Universitas Gadjah Mada	1
Muhammad Ghiffari	University of Brawijaya	1
Muhamad Rifky	University of Brawijaya	1
Bondan Sapta Prakoso	University of Brawijaya	1
Yustinus Radityo Pradana	University of Brawijaya	1
Fara Regina Isadora	University of Brawijaya	1
Muhammad Rosyid Mubarok	University of Brawijaya	1
Audi Kresna Fathurino	University of Brawijaya	1
Roshidah Nur Halimah	University of Brawijaya	1
Alfi Nur Rusydi	University of Brawijaya	1
Safira Nur Rahmah	University of Brawijaya	1
Pratama Aprilianto	University of Brawijaya	1
Alfansya Achmad Mulyadi	University of Brawijaya	1
Meilita Dwi Aryati	University of Brawijaya	1
Pradya Mutiarahma	University of Brawijaya	1
Widhy Hayuhardhika Nugraha Putra	University of Brawijaya	1
Reyhan Ivandi	University of Brawijaya	1
Azka Azkiyah	University of Brawijaya	1
Abdul Harris Wicaksono	University of Brawijaya	1
Didik Krisnandi	National Research and Innovation Agency	1
Ana Heryana	National Research and Innovation Agency	1
Dian Eka Ratnawati	University of Brawijaya	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://jtiik.ub.ac.id/index.php/jtiik/en/oai, first harvested 27 Okt 2026, last seen 27 Okt 2026.

Original metadata (oai_dc)

<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="id">Analisis Kualitas Website HSP Academy (PT. Hanosen Pratama) Menggunakan Metode Webqual 4.0 dan Importance and Performance Analysis (IPA)</dc:title>
	<dc:creator xml:lang="id">Ikhsawiyanthi, Anisah</dc:creator>
	<dc:creator xml:lang="id">Wijoyo, Satrio Hadi</dc:creator>
	<dc:creator xml:lang="id">Mursityo, Yusi Tyroni</dc:creator>
	<dc:description xml:lang="id">HSP Academy merupakan perusahaan lembaga training yang terletak di Tangerang dan bertujuan untuk membantu dalam mengembangkan sumber daya manusia. HSP Academy sudah terdaftar oleh badan sertifikasi baik nasional maupun internasional. HSP Academy memanfaatkan website perusahaan dalam menunjang pelayanan dan kebutuhan informasi pelanggannya. Untuk menciptakan layanan yang dapat memberikan nilai bagi pelanggan mereka dan juga sebagai pengelolaan jaminan mutu berdasarkan ISO 9001:2015, perlu dilakukan penilaian kualitas layanan website dengan menggunakan metode WebQual 4.0 dan IPA untuk meningkatkan dan mempertahankan kualitas layanan berdasarkan asumsi penggunanya. Metode WebQual 4.0 menilai dengan cakupan masalah Usability, Information Quality dan Service Interaction, metode ini menilai apakah kinerja website sudah sesuai dengan harapan penggunanya. Sedangkan metode IPA digunakan untuk melihat permasalahan mana yang harus dilakukan perbaikan berdasarkan prioritas pada kuadran IPA. Berdasarkan hasil penyebaran kuesioner kepada 118 responden yang merupakan pengguna dari website HSP Academy, hasil penelitian menunjukkan terdapat 4 atribut pernyataan yang masuk kedalam prioritas utama yaitu tata letak informasi, pembaharuan informasi, informasi yang detail dan informasi yang akurat. Sedangkan terdapat 4 atribut pernyataan yang masuk kedalam prioritas rendah yaitu tampilan website, domain website, informasi dengan format bahasa serta penyampaian kritik dan saran terhadap website. Untuk atribut pernyataan lainnya tidak masuk kedalam prioritas perbaikan karena dinilai memiliki kinerja yang baik untuk dipertahankan. Rekomendasi perbaikan tampilan website pada prioritas utama dan prioritas rendah dibuat berdasarkan pedoman yang ada. AbstractHSP Academy is a training company located in Tangerang and aims to assist in developing human resources. HSP Academy has been registered by both national and international certification bodies. HSP Academy utilizes the company's website to support its customer service and information needs. To create services that can provide value for their customers and also as quality assurance management based on ISO 9001:2015, it is necessary to assess the quality of website services using WebQual 4.0 and IPA methods to improve and maintain service quality based on user assumptions. The WebQual 4.0 method assesses the coverage of Usability, Information Quality and Service Interaction problems. This method assesses whether the website's Performance is in accordance with the expectations of its users. Meanwhile, the IPA method is used to see which problems need improvement based on priority in the quadrant of IPA. Based on the results of distributing questionnaires to 118 respondents who are the users of the HSP Academy website, the results show that there are 4 attributes included in the high priority for improvement, those are information layout, updating of information, detailed information and accurate information. Meanwhile, there are 4 attributes included in low priority for improvement, those are website appearance, website domain, information in language format and the delivery of criticism and suggestions toward the website. The other attributes are not included in the priority for improvement because they are considered to have good Performance and sufficient enough to be maintained. Recommendations for the website’s interface are made based on the existing guidelines.</dc:description>
	<dc:publisher xml:lang="en">Fakultas Ilmu Komputer, Universitas Brawijaya</dc:publisher>
	<dc:date>2023-02-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://jtiik.ub.ac.id/index.php/jtiik/article/view/4858</dc:identifier>
	<dc:identifier>10.25126/jtiik.2023104858</dc:identifier>
	<dc:source xml:lang="id">Jurnal Teknologi Informasi dan Ilmu Komputer; Vol 10 No 1: Februari 2023; 21-28</dc:source>
	<dc:source xml:lang="en">Jurnal Teknologi Informasi dan Ilmu Komputer; Vol. 10 No. 1: Februari 2023; 21-28</dc:source>
	<dc:source>2528-6579</dc:source>
	<dc:source>2355-7699</dc:source>
	<dc:source>10.25126/jtiik.2023101</dc:source>
	<dc:language>id</dc:language>
	<dc:relation>https://jtiik.ub.ac.id/index.php/jtiik/article/view/4858/pdf</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2023 Jurnal Teknologi Informasi dan Ilmu Komputer</dc:rights>
</oai_dc:dc>