User Satisfaction Analysis Using a Combination of End User Computing Satisfaction and Servqual on the Maluku Province KEMENAG Website

Abstract

The implementation of an online service information system through a website, carried out by the Ministry of Religious Affairs of Maluku Province to the public has increased by 39%. However, there are problems on the website such as the appearance of the menu on the website which is many and large, causing navigation to be complicated and time consuming. This research aims to provide an in-depth understanding of user satisfaction with the website by using a combination of the EUCS and Servqual methods to identify various factors that affect user satisfaction. The combination of the two methods is used to assess not only the user experience but also the quality of service provided by the website. This research involves interviews and observations to identify problems, literature review, hypothesis development, questionnaire development by combining variables from the two methods and conducting data analysis. The results of the analysis of user satisfaction of the Ministry of Religious Affairs website are in a very high category. From the results of the T test conducted, there are 7 variables that affect user satisfaction, namely accuracy, format, ease of use, timeliness, responsiveness, assurance and empathy. Of the 7 variables, the most influential user satisfaction is dominated by the format variable. Meanwhile, 1 variable, namely content, has no effect on user satisfaction. This proves that the content variable is not the main factor because there are other variables that are more influential on user satisfaction. Based on the results of the F test, the 8 variables together have an effect on user satisfaction. The results of this analysis not only provide a clear picture of user satisfaction, but also provide a strong basis for developing better digital service strategies in the future.