Improving User Experience: A Website Quality Analysis of PT. Gratia Jaya Mulya Using Webqual 4.0 and Importance Performance Analysis Methods

Currently, both private and governmental organizations utilize information systems to support organizational growth. Website-based information systems serve not only as a medium for disseminating information but also as a platform for offering products or services. PT. Gratia Jaya Mulya is a private company engaged in the medical equipment sector that already has a website to present the company profile and sell its products. However, customers still experience issues such as incomplete product information, causing dissatisfaction. Therefore, an analysis of the website's quality is necessary. This study aims to evaluate the quality of PT. Gratia Jaya Mulya's website uses the Webqual 4.0 method and Importance Performance Analysis (IPA) to identify factors affecting website quality and determine variables that require improvement. The study involved 330 respondents who are users of the website. Based on the responses, the website is categorized as good, with an average score of 3.89. All Webqual 4.0 variables (Usability Quality, Information Quality, and Service Interaction Quality) influence the website's overall quality. Although the website is generally well-rated, improvements are needed in the Usability Quality aspect, which falls into Quadrant I (important but underperforming). Information Quality falls into Quadrant III (less important and low-performing), while Service Interaction Quality is in Quadrant IV (exceeding expectations despite low importance). The findings provide insights for improving websites, especially for MSMEs in the healthcare sector.