PENERAPAN METODE E-SERVQUAL UNTUK EVALUASI KUALITAS LAYANAN SISTEM INFORMASI

Abstract

This study aimed to evaluate the quality of information systems services using e-servqual method. There are five dimensions of quality are tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5). The research instrument was a questionnaire with a scale linkert, each respondent fill out a questionnaire that contains about expected service and perceived service. This research diccuss about gap 5 is expected service- perceived service gap. The result, convenient to use information systems, each department to get the information as needed and information sistem is easy of use has the largest gap value. This means that information systems must be developed that is more convenient to use, the distribution rights of access to information according to user needs and information systems are easy to operate.