ANALYSIS OF WEBSITE SERVICE QUALITY FOR THE NATIONAL LIBRARY OF THE REPUBLIC OF INDONESIA USING THE MOBILE SERVICE QUALITY (M-S-QUAL) METHOD AND IMPORTANCE-PERFORMANCE ANALYSIS (IPA)

Abstract

This study aims to analyze the service quality of the National Library of the Republic of Indonesia (Perpusnas) website based on the perceptions of students from Jenderal Soedirman University, utilizing the Mobile Service Quality (M-S-QUAL) method and Importance-Performance Analysis (IPA). A quantitative approach was employed, using a survey method conducted via an online questionnaire with a four-point Likert scale. Service quality was assessed through 16 attributes across five dimensions: efficiency, fulfillment, privacy, contact, and responsiveness. The analysis involved reliability testing, the calculation of mean importance and performance scores, and the mapping of attributes into IPA quadrants. The results indicate that all dimensions achieved a Cronbach’s Alpha value above 0.6. The mean importance score was 3.313, while the mean performance score was 3.136, suggesting that service performance remains below the level of importance perceived by users. The privacy dimension recorded the highest mean performance score (3.250), whereas the efficiency dimension recorded the lowest (3.055). The IPA mapping placed one attribute in Quadrant I, eight in Quadrant II, five in Quadrant III, and two in Quadrant IV. Service assurance stands out as the primary priority for improvement, as it carries a high level of importance yet performs below the overall average. This study highlights the need to enhance service assurance while maintaining the quality of attributes that are both highly valued and high-performing—specifically those related to privacy protection, ease of access, and service availability.