Hybrid Lean SERVPERF-WebQual-IPA for Measuring IT Service Quality

The user’s assessment of the performance and importance of the service are representing user satisfaction. This research aims to develop suggestions for improvement to IT service managers. The research instrument was compiled using the WebQual. WebQual method was used for measuring the quality of IT service’s application, the SERVPERF method was used for calculating the performance he user’s assessment of the performance and importance of the service are representing user satisfaction. This research aims to develop suggestions for improvement to IT service managers. The research instrument was compiled using the WebQual. WebQual method was used for measuring the quality of IT service’s application, the SERVPERF method was used for calculating the performance and the importance of IT service according to respondent’s assessment, and IPA mapping was used for mapping the service’s item which need improvement. The SERVPERF calculation results obtained a performance rating of 3.07 and an importance rating of 3.55. According to the results of the IPA mapping, five service items must address immediately. The five service items are the relevance of information in IT service, the provision of timely information, the information accuracy, the detailed information presentation, and the service security. These service items have low performance based on the user’s point of view. The improvement suggestions composed using Lean service method based on problem factors in each service item so that it can improve IT services’ performance.