Measuring Service Quality and Loyalty of Aisnet for Student Users Using Webqual 4.0 with IPA and PLS-SEM Methods
Eri Satria, Dewi Tresnawati, Hennie Husniah, Surya Gumilar, Sulton Aulia Najata, Cha Cha Nisya Asyah · 2024
Measuring service satisfaction using the AISnet for Student application is needed for students of Garut Institute of Technology (ITG). This research aims to determine the level of service quality through perceived performance and perceived expectations. They are measuring the level of user satisfaction and user loyalty and testing the effect of service quality on user satisfaction and loyalty of application users. The research was conducted in 2024, using a random sample of 322 respondents using a stratified random sampling method based on major classification at ITG. The technique uses the Webqual 4.0 measurement model, the Importance Performance Analysis method, and the Partial Least Square Structural Equation Model. The research results showed that service quality consisting of usability, information quality, and interaction quality significantly affected user satisfaction at a significant level of 0.05. User satisfaction significantly affects user loyalty at a significant level of 0.05. The quality of application services is perceived as high for performance and importance, however, several indicators need to be improved in terms of performance, namely meeting user needs, timeliness, detailed information, and suitability of the information sent. The conclusion is that application users can generally accept service quality, satisfaction, and loyalty for AISnet for Student users. Suggestions for further research include researching application acceptance by other application users involved, namely lecturers and academic staff.