Optimalisasi Kinerja Website Badan Pusat Statistik: Pendekatan Customer Satisfaction Index (CSI) dan Importance and Performance Analysis (IPA)
Abstract
Badan Pusat Statistik (BPS) berperan dalam memberikan pelayanan publik untuk penyediaan data dan informasi statistik, salah satunya melalui website BPS. Kepuasan pengguna website merupakan salah satu tolak ukur dari keberhasilan penyelenggaraan pelayanan publik tersebut. Penelitian ini bertujuan untuk memperoleh gambaran persepsi, masukan, serta harapan masyarakat terhadap website BPS melalui Survei Kepuasan Pengguna Website. Data yang diperoleh dari survei tersebut dianalisis dengan menggunakan metode Customer Satisfaction Index (CSI) dan Importance and Performance Analysis (IPA). Hasil dari penelitian adalah taraf kepuasan pengunjung website BPS memiliki angka persentase sebesar 78,68%, yang termasuk kategori “Puas” dalam kriteria CSI. Namun, pada masing-masing aspek, masih terdapat gap negatif antara tingkat kepentingan dan kepuasan pengguna website. Oleh karena itu, untuk menentukan skala prioritas dalam usaha perbaikan website, digunakan metode Importance and Performance Analysis (IPA). Hasil analisis IPA menunjukkan bahwa masih terdapat lima aspek yang perlu ditingkatkan dan menjadi prioritas utama perbaikan website, yaitu: kelengkapan metadata, kesesuaian produk, kemudahan navigasi, kemudahan pencarian produk, dan kehandalan fungsi pencarian. Sementara itu, terdapat empat aspek yang sudah baik dan perlu dipertahankan yaitu: kemutakhiran produk, kemudahan memperoleh produk, ketepatan jadwal rilis dan kemudahan mengunduh produk.
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