Analisis Kualitas Layanan Teknologi Informasi Menggunakan Pendekatan Service Quality dan Importance Performance Analysis (IPA)

Sasmita, Anindita Millenika (2026) Analisis Kualitas Layanan Teknologi Informasi Menggunakan Pendekatan Service Quality dan Importance Performance Analysis (IPA). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dalam era globalisasi, Teknologi Informasi (TI) memegang peran penting dalam mendukung operasional proses bisnis serta mendorong terciptanya inovasi strategis di perusahaan. Oleh karena itu, perusahaan perlu memastikan bahwa layanan TI yang disediakan memiliki kualitas yang baik, konsisten, dan sesuai dengan kebutuhan bisnis. Dalam pengelolaan layanan TI, telah tersedia standar praktik yang diatur dalam kerangka IT Service Management (ITSM), salah satunya melalui penerapan Information Technology Infrastructure Library (ITIL) 4.0 sebagai panduan dalam penyediaan dan peningkatan layanan secara berkelanjutan. Saat ini, PT. XYZ telah menerapkan manajemen layanan TI dengan melakukan kegiatan monitoring dan evaluasi terhadap pelaksanaan layanan melalui pengukuran kinerja serta penilaian kepuasan pengguna. Berdasarkan hasil survei kepuasan pengguna, diperoleh nilai sebesar 93%, yang masih berada di bawah standar perusahaan sebesar 98%. Kondisi ini menunjukkan adanya potensi kesenjangan antara kualitas layanan yang diberikan dengan harapan pengguna. Metode yang digunakan adalah kombinasi antara Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA). SERVQUAL digunakan untuk mengukur perbedaan antara harapan dan persepsi pengguna berdasarkan lima dimensi kualitas layanan, sedangkan IPA digunakan untuk memetakan atribut layanan yang perlu menjadi prioritas perbaikan. Dimensi yang diukur adalah reliability, responsiveness, assurance, emphaty, dan tangible. Pemenuhan data dalam penelitian ini melalui kuisioner yang terdiri dari 23 atribut dan 218 responden. Integrasi metode servqual dan IPA menghasilkan 6 (enam) prioritas perbaikan atribut layanan, diantaranya: 1) Permintaan layanan atau insiden diselesaikan sesuai target waktu SLA dengan gap -0,656; 2) Layanan TI beroperasi stabil dan jarang mengalami gangguan (downtime rendah) dengan gap -0,707; 3) Service desk merespon tiket insiden atau permintaan layanan dengan cepat dengan gap -0,753; 4) Tim TI memberikan solusi yang cepat dan tepat atas insiden atau permintaan layanan dengan gap -0,514; 5) Tim TI menunjukkan perhatian terhadap masalah Pengguna dengan gap -0,417; 6) Tim TI menggunakan support digital atau teknologi yang memadai (komputer, aplikasi, dan internet) dengan gap -0,404.
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In the era of globalization, Information Technology (IT) plays a vital role in supporting business operations and driving strategic innovation within organizations. Therefore, companies need to ensure that their IT services are reliable, consistent, and aligned with business needs. In managing IT services, standardized best practices are defined through the IT Service Management (ITSM) framework, such as Information Technology Infrastructure Library (ITIL) 4.0, which guides the continuous improvement of service delivery. Currently, PT. XYZ has implemented IT service management by conducting monitoring and evaluation activities through performance measurement and customer satisfaction assessments. Based on the customer satisfaction survey, the company achieved a score of 93%, which is slightly below the internal standard of 98%. This result indicates a potential gap between the quality of services delivered and user expectations. This study employs a combination of the Service Quality (SERVQUAL) method and Importance Performance Analysis (IPA). SERVQUAL is used to measure the differences between user expectations and perceptions across five dimensions of service quality, while IPA is used to map service attributes that should be prioritized for improvement. The dimensions measured include reliability, responsiveness, assurance, empathy, and tangibles. Data collection was carried out through a questionnaire consisting of 23 attributes and 218 respondents. The integration of SERVQUAL and IPA methods resulted in six (6) priority service attributes for improvement, including: 1) Service requests or incidents resolved within the SLA target time (gap -0.656); 2) IT services operating stably with minimal disruptions (low downtime) (gap -0.707); 3) The service desk responding quickly to incident tickets or service requests (gap -0.753); 4) The IT team providing prompt and accurate solutions to incidents or service requests (gap -0.514); 5) The IT team demonstrating concern for user issues (gap -0.417); 6) The IT team utilizing adequate digital support or technology (computers, applications, and internet) (gap -0.404).

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kualitas Layanan TI, Service Quality (SERVQUAL), Importance Performance Analysis (IPA), IT Service Management (ITSM), IT Service Quality.
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Anindita Millenika Sasmita
Date Deposited:	31 Jul 2026 02:20
Last Modified:	31 Jul 2026 02:20
URI:	http://repository.its.ac.id/id/eprint/141723

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