ANALYSIS OF IBOSS SYSTEM QUALITY MEASUREMENT IN AREA BUSINESS PERMIT MANAGEMENT USING WEBQUAL 4.0 AND IMPORTANCE PERFORMANCE ANALYSIS (Study at Badan Pengusahaan Batam)

Abstract

This study aims to analyze the quality of the Indonesia Batam Online Single Submission (IBOSS) system in managing area business permits at the Batam Business Agency using the WebQual 4.0 method and Importance Performance Analysis (IPA). The research method used is quantitative, with data collected through an online questionnaire distributed to IBOSS system users who have managed area business permits in 2024. The data obtained were analyzed using the paired sample t-test technique to test the difference between user perceptions and expectations and gap analysis and quadrant analysis were carried out. The results of the study showed that there was a significant difference between user perceptions and expectations of the quality of the IBOSS system in the three dimensions measured. The results of the gap analysis showed that information quality had the largest gap in the system. Meanwhile, the quadrant analysis identified several aspects that needed to be improved to increase user satisfaction, such as user convenience, output relevance, output reliability, and interaction security.