Kohesi: Jurnal Sains dan Teknologi

Articles

Vol. 10 No. 5 (2025): Kohesi: Jurnal Sains dan Teknologi, ISSN 3025-1311

ANALISIS KUALITAS WEBSITE PRUDENTIAL TERHADAP KEPUASAN PENGGUNA MENGGUNAKAN METODE WEBQUAL 4.0

Submitted
October 12, 2025
Published
2025-10-12

Abstract

This research aims to examine the quality of Prudential Indonesia’s website and its influence on user satisfaction using the WebQual 4.0 framework. The WebQual 4.0 model was selected because it effectively assesses online service quality through three core dimensions: Usability (ease of use and navigation), Information Quality (accuracy, relevance, and completeness of content), and Service Interaction Quality (reliability and responsiveness in digital communication). The study employed a quantitative approach, involving a survey of 80 respondents who were employees at Prudential branch offices in Jakarta. The collected data were analyzed using validity and reliability tests to ensure measurement consistency, followed by T-tests and F-tests to evaluate the relationships among variables. The findings reveal that all three WebQual 4.0 dimensions significantly and positively influence user satisfaction, both individually and collectively. These results highlight the critical role of user-friendly design, reliable and complete information, and responsive digital interactions in enhancing and sustaining user satisfaction with the Prudential Indonesia website.

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