PENGUKURAN KEPUASAN PENGGUNA LAYANAN UNESAWIFI DI UNIVERSITAS NEGERI SURABAYA (UNESA) MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

MEASUREMENT OF USER SATISFACTION WITH UNESAWIFI SERVICES AT STATE UNIVERSITY OF SURABAYA (UNESA) USING SERVICE QUALITY (SERVQUAL) AND IMPORTANCE PERFORMANCE ANALYSIS (IPA) METHODS

UnesaWifi merupakan inovasi Teknologi Informasi dan Komunikasi (TIK) yang diterapkan oleh Universitas Negeri Surabaya (UNESA). Layanan ini memberikan setiap pengguna username dan password unik untuk melakukan koneksi, mendukung berbagai aspek kegiatan akademik dan administratif di lingkungan universitas. Sebagai sarana pendukung kegiatan di kampus, UnesaWifi dirancang untuk memenuhi kebutuhan pengguna dengan memberikan akses internet yang andal dan aman. Penting untuk memastikan bahwa kinerja UnesaWifi sesuai dengan harapan pengguna. Upaya pemahaman tersebut dapat dilakukan dengan mengetahui kepuasan pengguna terhadap layanan yang disediakan. Namun, saat ini belum diketahui kepuasan para pengguna terhadap layanan yang disediakan. 

Penelitian ini bertujuan untuk mengukur kepuasan pengguna layanan UnesaWifi di UNESA menggunakan metode Service Quality (Servqual) dan Importance Performance Analysis (IPA). Dari hasil penyebaran kuesioner, didapatkan data 142 responden pengguna layanan wifi pada Unesawifi di UNESA. Hasil penelitian diketahui bahwa tingkat kepuasan berdasarkan hasil analisis gap (kesenjangan) didapatkan rata-rata nilai kesenjangan sebesar -0.57 yang menunjukkan bahwa kualitas layanan wifi pada Unesawifi saat ini belum memenuhi harapan dari pengguna. Kemudian indikator yang perlu perbaikan pada Kuadran I metode IPA yaitu indikator A4 (Reliability), B5 (Empathy), C2 dan C4 (Responsiveness), serta D1 dan D3 (Assurance). Rekomendasi perbaikan mencakup peningkatan keandalan layanan, pemahaman terhadap kebutuhan pengguna, responsif terhadap masukan, dan peningkatan jaminan layanan. 

Kata Kunci: Kepuasan Pengguna, Layanan Wifi, UnesaWifi, Service Quality (Servqual), Importance Performance Analysis (IPA)

UnesaWifi is an Information and Communication Technology (ICT) innovation implemented by State University of Surabaya (UNESA). This service provides each user with a unique username and password to connect, supporting various aspects of academic and administrative activities within the university environment. As a supporting facility on campus, UnesaWifi is designed to meet user needs by providing reliable and secure internet access. It is important to ensure that UnesaWifi's performance matches user expectations. Efforts to understand this can be done by knowing user satisfaction with the services provided. However, currently, the satisfaction of users with the service provided is unknown.

This research aims to measure user satisfaction of UnesaWifi services at UNESA using the Service Quality (Servqual) and Importance Performance Analysis (IPA) methods. From the results of distributing questionnaires, data was obtained from 142 respondents who used wifi services at Unesawifi at UNESA. The results of the analysis showed that the average gap (difference) value was -0.57, indicating that the quality of UnesaWifi Wi-Fi services currently does not meet user expectations. The indicators requiring improvement in Quadrant I of the IPA method are indicators A4 (Reliability), B5 (Empathy), C2 and C4 (Responsiveness), as well as D1 and D3 (Assurance). Recommendations for improvement include enhancing service reliability, understanding user needs, being responsive to feedback, and improving service assurance.

Keywords: User Satisfaction, Wifi Service, UnesaWifi, Service Quality (Servqual), Importance Performance Analysis (IPA)