Analysis of User Satisfaction Levels in the My Tel- U Application Using the e-SERVQUAL and Importance Performance Analysis (IPA) Methods

With the rapid advancement of information technology, the demand for Information and Communication Technology (ICT) has significantly increased. In response to this, Telkom University introduced the My TelU application to enhance the quality of learning services more efficiently. It is crucial to continuously maintain and improve the service quality of the application to meet user expectations effectively. This research utilizes two methods, namely the Electronic Service Quality and Importance Performance Analysis (IPA). The Electronic Service Quality method is employed to assess the gap between user expectations and their perceptions, as well as to measure the level of service quality. Additionally, the Importance Performance Analysis (IPA) method is used to identify the attributes that significantly influence user expectations and prioritize improvements accordingly, by focusing on attributes that play a vital role. The study reveals that the average gap between user expectations and application performance is -0.95. Moreover, the average value of service quality, obtained by dividing the value of user expectations by the application performance, is 0.78. Based on this average service quality value, it can be concluded that the services provided by the My Tel-U application are below satisfactory levels, as the average value is less than 1. The attributes requiring priority improvements, categorized in Quadrant A, include X11, X13, X20, and X25.