Descriptive-quantitative evaluation reveals critical usability issues in the E-Peken Surabaya platform, indicating urgent service quality improvements are needed.
Key Points
Critical usability issues identified in the E-Peken Surabaya platform, highlighting negative gaps in service quality.
Reliability analysis showed significant performance deficiencies across eight key service indicators needing reform.
Descriptive-quantitative method employed with 385 respondents, using modified WebQual 4.0 and Importance Performance Analysis.
Findings suggest strategic interventions are essential to enhance user experience and ensure data privacy security.
Cite This Study
Murdyahanjani et al. (2025) studied this question.