SERVQUAL METHOD FOR MEASURING SERVICE QUALITY OF INFORMATION SYSTEM
Sahfitri Vivi · 2014
Abstract - : Implementation of information systems is one of the support facilities for the performance of an Institution. Utilization of information system aims to facilitate the task of the user in order to achieve savings in time, cost, and resources in decision making. User Satisfaction of an information system is one of the factors or measures of success for the development and implementation of Information Systems at an Institution. This study analyzed the use of Information Systems service quality variables contained in the Service Quality method. Variables to be measured is variable tangibles, reliability, responsiveness, assurance and empathy towards Information System User Satisfaction. The results of this study showed that simultaneous or partially simultaneous or there is a significant and positive relationship between the variables in the study variables. While the regression analysis of the results obtained by the fact that the contribution of the five variables is 66.5% of the variable User Satisfaction Information System. Keywords: ServQual Methode, Information System, User Satisfaction