K KUALITAS WEB PADA PERPUSTAKAAN DAN KEARSIPAN KOTA BANDAR LAMPUNG DENGAN METODE WEBQUAL

KUALITAS WEB PADA PERPUSTAKAAN DAN KEARSIPAN KOTA BANDAR LAMPUNG DENGAN METODE WEBQUAL

Abstract

Government library websites are digital service channels that help the public access information and library services. This study evaluates the perceived quality of the website of the Library and Archives Office of Bandar Lampung City and formulates improvement recommendations. A quantitative descriptive approach was used with a modified WebQual 4.0 instrument consisting of usability, information quality, service interaction quality, and availability. The thesis reports observations, interviews, and a seven-point Likert questionnaire. The reported results include 30 respondents and 30 indicators, an overall performance mean of approximately 6.45 out of 7, a WebQual Index (WQI) of approximately 0.92, and a Customer Satisfaction Index (CSI) of 0.9254 (92.54%). Service interaction quality has the highest reported mean (6.53), while usability has the lowest (approximately 6.38). The Importance Performance Analysis (IPA) table places attributes in Quadrants II and III, with no attribute in Quadrant I. However, the reported instrument tests indicate that several items are invalid and the reported Cronbach’s Alpha values are below 0.70. Therefore, the descriptive findings should be interpreted cautiously, and the instrument and calculations should be verified before journal submission. Recommendations include simplifying navigation, updating information regularly, strengthening feedback channels, and optimizing multimedia content and website accessibility.