EVALUASI KUALITAS LAYANAN WEBSITE KIP KULIAH MENGGUNAKAN METODE E-GOVQUAL DAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA)

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Published: May 7, 2026
DOI: https://doi.org/10.31961/positif.v12i1.15541
Keywords:
E-Government KIP Kuliah E-GovQual IPA Kualitas Layanan

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Adam Dorman
Universitas Pembangunan Nasional Veteran Jakarta
Muhammad Afif Fadhilah
Universitas Pembangunan Nasional Veteran Jakarta
Rajendra Mahyaputra Adityawan
Universitas Pembangunan Nasional Veteran Jakarta
Muhammad Rizal
Universitas Pembangunan Nasional Veteran Jakarta

Abstract

The KIP Kuliah program is a strategic government initiative aimed at providing equal access to higher education, utilizing a website as its primary service gateway. However, user complaints regarding technical issues and service responsiveness frequently arise during peak registration periods. This study aims to evaluate the service quality of the KIP Kuliah website (kip-kuliah.kemdikbud.go.id) using the E-Government Service Quality (E-GovQual) method integrated with Importance-Performance Analysis (IPA). Data were collected via questionnaires from 60 active student users. IPA results indicate that the attributes of "Personal Data Security" (Trust) and "Help Response Speed" (Citizen Support) fall into Quadrant I (Top Priority), meaning user expectations are high while actual performance remains low. Supporting technical evaluation reinforces these findings with a mobile Largest Contentful Paint (LCP) score of 3.1 seconds, classified as slow. Managerially, this study recommends urgent improvements to the helpdesk features and the transparency of the privacy policy to enhance user trust.

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Vol. 12 No. 1 (2026): Positif : Jurnal Sistem dan Teknologi Informasi
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