Analisis Tingkat Kepuasan dan Loyalitas Pengguna Website Good News From Indonesia di Jabodetabek melalui Dimensi Webqual 4.0

Abstract

Perkembangan teknologi dan internet yang masif memicu persaingan media online semakin meningkat. Good News From Indonesia (GNFI) berada di peringkat 19 dari 20 dalam daftar persaingan website media online di Indonesia. Hal ini dapat mengindikasikan belum terpenuhinya kepuasan dan loyalitas pengguna. Untuk unggul dari persaingan, penting bagi GNFI untuk mengkaji lebih lanjut mengenai kepuasan dan loyalitas penggunanya. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan dan loyalitas pengguna website GNFI melalui dimensi webqual dengan metode Important Performance Analysis (IPA), Customer Satisfaction Index (CSI), Potential Gain Customer Value (PGCV), dan Customer Loyalty Index (CLI). Hasilnya diketahui bahwa pengguna website GNFI puas dengan kinerja website dengan indeks kepuasan 71,5%, dimana terdapat 6 atribut website GNFI yang membutuhkan perbaikan prioritas. Tingkat loyalitas pengguna website GNFI adalah cukup loyal di angka 69% dengan indikator revisit website dan constant use mendapatkan skor loyalitas paling rendah.

The rapid development of technology and the internet has intensified competition among online media outlets. Good News From Indonesia (GNFI) ranks 19th out of 20 in the list of online media website competitors in Indonesia. This may indicate that user satisfaction and loyalty have not yet been fully achieved. To gain a competitive edge, it is crucial for GNFI to further examine user satisfaction and loyalty. This study aims to analyze the levels of user satisfaction and loyalty on the GNFI website using the webqual dimensions, along with the Important Performance Analysis (IPA), Customer Satisfaction Index (CSI), Potential Gain Customer Value (PGCV), and Customer Loyalty Index (CLI) methods. The results show that GNFI website users are satisfied with the website’s performance, with a satisfaction index of 71.5%. However, there are 6 attributes of the GNFI website that require prioritized improvements. The loyalty level of GNFI website users is considered moderately loyal, with a loyalty rate of 69%, where the indicators for revisiting the website and constant use received the lowest loyalty scores.