INFLUENCE ANALYSIS OF SERVICE QUALITY ON WEBSITE USER SATISFACTION BOOKING ONLINE AT TNBTS

  • Zainatul Mufarrikoh Nahdlatul Ulama University of Surabaya
  • Fatmala Agustina Nahdlatul Ulama University of Surabaya
  • Permadina Kanah Arieska Nahdlatul Ulama University of Surabaya
Keywords: TNBTS, webqual 4.0, usability, information quality, service interaction, user satisfaction

Abstract

Bromo Tengger Semeru National Park (TNBTS) has a website to book climbing schedules.The forwarding of this online booking website needs to be continuously evaluated and developed in order to provide comfort and satisfaction for its customers or users. The quality of a website according to Barnes and Vidgen can be seen from three aspects, Usability, Information quality and Service interaction. While user satisfaction is seen from the level of overall the quality of the website. This concept is united in a conceptual model known as Webqual 4.0. The Webqual 4.0 method has been used in research on website quality on e-commerce website, school website or educational institution. as well as industrial company websites. The results showed that the quality of service that has the highest ideal score is the quality in the Usability aspect which is 79.54%. While user satisfaction has been very good, which is proven on a scale of 5 (strongly agree) its value reaches 51.5% with an ideal score of 86.8%. Service quality that influences user satisfaction based on correlation analysis and logistic regression results in the same decision. The results of these two methods are only Usability aspects that have a positive and significant effect on the satisfaction of TNBTS website users.

Published
2019-03-10