| dc.description.abstract | The information system is a set tools to present
information that has been managed well in order to make it
easy and useful for its users. One indicator of the successful
implementation of information system is how the end-user
satisfaction. User satisfaction can be measured using user
satisfaction methods. This study aims to develop a
measurement framework to measure the user satisfaction of IT
services. The measurement framework will be developed using
3 (three) basic theories such as Servqual by Parasuraman,
Webqual by Barnes and Vidgen, and Information System
Succes Model (ISSM) by DeLone and McLean. The model will
be applied to a case study that an IT Service called Sistem
Informasi Terintegrasi (SISTER) of the Jember University.
This measurements using 100 respondents are students as
SISTER’s users and will be tested using t testing and GAP
analysis. Based on the measurement results, the variable
service quality has no significant influence on user satisfaction,
and another variable is website quality has a significant
influence on user satisfaction. Based on GAP analysis, it’s
found that the average gap value for service quality variable is
-1.12, website quality is -1.00, and user satisfaction is -1.00. It
means, the service quality that represents the tangible
components, reliability, responsiveness, assurance, and
emphaty of SISTER’s provider according the students
perceptions are still not good. In the future, SISTER’s provider
need to improve the quality of measurement items of indicators
of reliability, responsiveness, assurance, and emphaty if they
want to increase the user satisfaction of SISTER. | en_US |
