IMPLEMENTASI METODE IMPORTANCE PERFORMANCE ANALYSIS DAN WEBQUAL DALAM PENGGUNAAN WEBSITE DIREKTORAT JENDERAL BEA DAN CUKAI

Sari

The rapid progress of the development of international trade, both concerning activities
in the field of import and export, demands a more effective and efficient system and customs
procedures and can improve the smooth flow of goods and documents. With the increasing
number of international trade players and the development of information technology, the
Indonesian Directorate General of Customs and Excise launches an official the new website that
aims to publish information relating to the existence of the Indonesian Directorate General of
Customs and Excise in a fast, transparent, accurate and service-oriented manner. Regarding
strengthening the public relations function in accordance with the development of information
technology and the increasingly fast and dynamic needs of the community, in 2017 the website
was refined both in terms of layout and information presented as a means of publication,
education and services related to customs and excise. The purpose of this study is to examine the
relationship between website quality and user satisfaction. From distributing questionnaires,
variable testing is done by testing the validity and reliability, data normality and assumption
testing as a condition for implementing steps for multiple linear regression analysis. Based on the
results of this study, it was found that the variable quality of use (usability), information quality
(information quality) and quality of interaction (interaction quality) is quite influential on user
satisfaction (website satisfaction) of the Directorate General of Customs and Excise website.