Evaluating User Satisfaction with the e-Kinerja Website Using Web Qual 4.0, PLS-SEM, and IPMA
Downloads
Digital performance management for civil servants requires an electronic government (e-government) website that is user-friendly, informative, secure, and reliable. This study evaluated user satisfaction with the e-Kinerja website at the Department of Industry, Transmigration, and Manpower of Tegal Regency by integrating WebQual 4.0, partial least squares structural equation modeling (PLS-SEM), and importance–performance map analysis (IPMA). A quantitative survey using a census sampling approach included all 75 civil servants who used the website. Data were collected using a questionnaire that measured usability quality, information quality, service interaction quality, and user satisfaction on a five-point Likert scale. Descriptive analysis indicated that all constructs were rated highly, with mean scores of 3.964 for usability quality, 3.944 for information quality, 4.060 for service interaction quality, and 4.060 for user satisfaction. The structural model explained 77.1% of the variance in user satisfaction (R² = 0.771). The estimated path coefficients were positive for usability quality (? = 0.516), service interaction quality (? = 0.306), and information quality (? = 0.191). The IPMA results identified usability quality as the most influential construct, while indicators USQ3, USQ1, SIQ1, INQ1, and INQ2 emerged as key priorities for improvement. However, several measurement indicators did not fully satisfy the recommended convergent validity and reliability criteria, and bootstrapping results were unavailable to establish the statistical significance of the structural relationships. Consequently, the structural findings should be interpreted as exploratory rather than confirmatory. Overall, the findings provide practical recommendations for improving workflow clarity, ease of learning, system accessibility and stability, and information accuracy to enhance user satisfaction with the e-Kinerja website.
Adi, W. P., & & Supriyanto, A. (2025). Analysis of service quality and user acceptance of the BMKG Info application using the EgovQual model and Technology Acceptance Model (TAM) in Central Java. Information Technology International Journal, 3(1), 44–56. https://doi.org/10.33005/itij.v3i1.51
Adyaputra, R., Imtihan, K., & & Saleh, M. (2025). Assessing user satisfaction of local government websites through ISO 25010 and Technology Acceptance Model (TAM): A SmartPLS and IPMA-based study in Lombok Tengah. Journal of Information and Organizational Sciences, 49(2), 291–312. https://doi.org/10.31341/jios.49.2.8
Alfareza, M. Y., Andreswari, D., & & Sari, J. P. (2024). Analisis pengaruh usability, information quality, service interaction quality terhadap kepuasan pengguna SLAWE. Jurnal Eksplora Informatika, 14(1), 71–82. https://doi.org/10.30864/eksplora.v14i1.1098
Aripin, A., & & Hardiansyah, M. I. (2024). Evaluasi kualitas layanan e-Kinerja Aparatur Sipil Negara Kota Palembang menggunakan metode WebQual dan Importance Performance Analysis (IPA). BETRIK: Jurnal Ilmiah Besemah Teknologi Informasi Dan Komputer, 15(3).
Barnes, S. J., & & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114–127.
DeLone, W. H., & & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). Sage Publications.
Hair, J. F., Sarstedt, M., Ringle, C. M., & & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. In Sage Publications.
Hidayat, S., Kirana, H. C., & & Supriyanto, A. (2026). Analisis kualitas website Dinas XYZ dengan menggunakan pendekatan ISO/IEC 9126 untuk mendukung continuous improvement layanan publik. SENTRI: Jurnal Riset Ilmiah, 5(1), 120–135. https://doi.org/10.55681/sentri.v5i1.5468
Husaeni, D. A., & & Mardiana, N. (2022). Analisis kualitas website terhadap kepuasan pengguna menggunakan WebQual 4.0 dan PLS-SEM. Techno-Socio Ekonomika, 15(2).
Hyytinen, A., Tuimala, J., & Hammar, M. (2022). Enhancing the adoption of digital public services: Evidence from a large-scale field experiment. Government Information Quarterly, 39(3), 101687. https://doi.org/10.1016/j.giq.2022.101687
Lee, T., Lee, B.-K., & Lee-Geiller, S. (2020). The effects of information literacy on trust in government websites: Evidence from an online experiment. International Journal of Information Management, 52, 102098. https://doi.org/10.1016/j.ijinfomgt.2020.102098
Permana, D. M., Falihah, L. A., Fedrianto, A., Safitri, L., Romdoni, M. R., & & Jauhari, D. (2023). Analisis kualitas aplikasi e-Kinerja Kabupaten Bintan menggunakan metode WebQual 4.0 pada Badan Kepegawaian dan Pengembangan Sumber Daya Manusia Kabupaten Bintan. Jurnal Penelitian Dan Pengembangan Teknologi Informasi Dan Komunikasi, 12(2), 101–113. https://doi.org/10.58761/jurtikstmikbandung.v12.i2.101113
Prasetyo, E., Irawan, Y. F., & & Supriyanto, A. (2024). Factor analysis of e-gov acceptance in society and government: A review of literature review. SOSCIED, 7(1), 43–49. https://doi.org/10.32531/jsoscied.v7i1.748
Rahmatullah, R., Habibi, A., Khaeruddin, K., Yaqin, L. N., Alharmali, T. M., Fauzee, M. S. O., & & Mahat, J. (2025). A study of user satisfaction and net benefits in Indonesia through the DeLone and McLean model for e-government success. Discover Sustainability.
Rokhayadi, W., & & Supriyanto, A. (2026). Evaluasi layanan kinerja dosen berbasis SERVQUAL, CSI dan IPA pada Politeknik Negeri Semarang. RABIT: Jurnal Teknologi Dan Sistem Informasi Univrab, 11(1), 416–429. https://doi.org/10.36341/rabit.v11i1.6969
Romlih, R., & & Budihartanti, C. (2023). Analisis kualitas website dengan menggunakan metode WebQual 4.0 dan Importance Performance Analysis. Journal of Information System Research, 5(1), 213–223.
Saifulloh, S., & & Zulfa, I. I. (2023). Website evaluation of the DISPERDAG average-price-of-standard-needs section using the WebQual 4.0 method. International Journal of Advances in Data and Information Systems, 4(1).
Setiyani, L., Tobi, T., & & Effendy, F. (2023). Evaluating the quality of the InfoLoker Kabupaten Karawang website using the WebQual 4.0 method. ZONAsi: Jurnal Sistem Informasi, 5(2), 347–357.
Suardika, I. M. D., Candiasa, I. M., & & Divayana, D. G. H. (2024). Analisis kesuksesan sistem e-Kinerja pada satuan kerja menggunakan Enhanced Information System Success Model. KLIK: Kajian Ilmiah Informatika Dan Komputer, 4(4).
Copyright (c) 2026 Suci Larasati, Aji Supriyanto
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
