Analisis Kualitas Website Satu Data Sumatera Selatan Menggunakan WebQual 4.0

Abstract

The South Sumatra One Data Website serves as a regional government portal for integrating and providing sectoral data; however, the service quality perceived by internal users had not been empirically mapped. This study measures website quality through usability, information quality, and service interaction quality, examines gaps between perceptions and expectations, and identifies improvement priorities. A quantitative approach involved 58 employees of the Communication and Informatics Office of South Sumatra Province who had used the website. The instrument comprised 22 WebQual 4.0 indicators rated on a five-point Likert scale. Data were assessed using item-total correlations and Cronbach’s alpha, then analyzed using descriptive statistics, Gap Analysis, and Importance Performance Analysis. The overall mean perception score was 3.96, while the mean expectation score was 4.44, producing a gap of ?0.479. All indicators showed negative gaps, indicating that website performance had not fully met user expectations. Information quality produced the largest dimensional gap (?0.510), followed by service interaction quality (?0.480) and usability (?0.446). The IPA map placed information currency (IQ3), information completeness (IQ6), and security of user data or activities (SIQ2) in Quadrant I. These three attributes should receive immediate attention through scheduled data updates, standardized metadata completeness, stronger security controls, and clearer communication of privacy policies. The findings provide an evidence-based sequence for improving a regional open-data service.