ANALISIS KUALITAS WEBSITE BANK BNI MENGGUNAKAN PENDEKATAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Abstract

At the present time, the usability of the website is excellent for companies
in marketing their products or services. Hence many websites are business based
in Indonesia. One of the websites that follow the trend is www.bni.co.id. Website
owned by Bank Negara Indonesia (BNI) that provides a modern banking service
system. This study aims to describe the quality level of www.bni.co.id based on the
user's assessment of the actual perceived quality and ideal quality expected. This
research is descriptive quantitative research with WEBQUAL dimension
approach that is usability, information quality, and service interaction which is
assessed based on performance and importance level.
Respondents in this study numbered 100 users by using incidental
sampling technique. From this research, it is found that overall there is gap value
which is negative value between actual quality (performance) and ideal quality
(importance) equal to (-0.18). The largest gap (gap) is the information quality
dimension with the value (-0.40). Based on these results can be concluded that the
actual quality perceived can not meet the ideal quality desired website
www.bni.co.id users especially from the quality attributes associated with service
interaction in the website. The quality attributes that are the top priority in the
improvement to get the web in accordance with the wishes of the user is attractive
appearance, reliable information, actual information, relevant information,
information easy to understand, information in the appropriate format ..

Keywords : Website Quality, Webqual, Importance Performance Analysis,
Business Administration