THE ANALYSIS OF WEBSITE SERVICE QUALITY OF PRABUMULIH REGIONAL GENERAL HOSPITAL USING WEBQUAL 4.0 METHOD

This research was conducted to find out how big the contribution of Prabumulih Regional General Hospital’s website was by using Webqual 4.0 Method in which three indicators were involved, namely usability, information quality, and service interaction based on responses of the respondents, the employees of Prabumulih Regional General Hospital. The overall result was that users’ satisfaction was above the average of 1.00. Thus, service quality of Prabumulih Regional General Hospital’s website met the satisfaction of the respondents or considered good. The highest score was usability indicator with a value of 1.095. It was due to an interesting display and ease of interaction of the website. As for the indicator of information quality, the value was 1.090 because according to the respondents, information quality of the website was good. The last indicator with the lowest value was service interaction with a value of 1.085. The reason was due to low transaction security and poor communication.


Introduction
The improvement of e-Government is a way to improve governmental arrangement through the use of electronic to expand public quality service. With the improvement of e-Government, system arrangement and work process in government environment need to be conducted by using information technology. The use of information technology consists of two directly related activities (Inpres No.3, 2003): 1) Data processing, information processing, management system, and electronic work process.
2) The use of advanced technology for an easy and cheap access of public service for the citizens across the country.
E-government is a "forefront" of government plan to assist and provide the information and increase the service for the citizens, businesses, government workers, other government units, and the third sector. Hospital is a public sector organization engaged in the field of health services that has a task of carrying out a health effort in an efficient and effective manner by prioritizing healing and recovery that have been carried out in a harmonious and integrated way by hospital authorities [83] in improvement effort (Keputusan Menteri Kesehatan Republik Indonesia NOMOR: 436 / MENKES / SK / VI / 1993). Analysis is an act of thinking to separate the whole thing into smaller components to be easily understood. Komarudin (2010). Analysis is a way of observing something in detail by breaking the nature of its components. Jogiyanto (2010).
Quality needs to be thorough, whether it is the product or the process. Product quality consists of the quality of raw material and finished goods. On the other hand, process quality involves anything related to the process quality of manufacturing company and process of service providers. Dorothea (2004). "A service is a statement of behavior, a relationship resulted in a comparison between expectation and performance". Usmara (2003). "A service is any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything" Kotler (2011). Service quality consists of some items; cite reputation, transaction safety, personal information security, personal taste, a sense of community, communication with the company, and the confidence of goods/services delivery. Barnes dan Vidgen (2002). "It is a system with universally accepted standards for storing, retrieving, formatting, and displaying information using a client/server architecture". Laudon (2005). Website can be referred as site or portal which has a collection of web pages connecting one to another. The first page of a website is a home page, while from page to page independently called as web page. In other words, website is a site which can be connected and seen by the internet users all around the world. Wahidin (2013).

Research Design
This research was a quantitative descriptive. Descriptive research is broad and does include any types of research except historical and experimental, or usually referred as survey research (Suryabrata, 2004). On the other hand, data analysis is a quantitative one. Quantitative is not only in the form of number, because "quantitative research is also concerned with the value of a measurement as well as data in a form of frequency, percentage or ratio." (Y. Slamet, 2007).

Wequal Method
The findings of the research showed that website quality analysis is categorized into three different areas which are site quality, information quality, and interaction quality offered by the service. This result is known as Webqual 3.0. resulting in Webqual 4.0 in which the first dimension is changed from site quality to usability.

Data Collection Techniques
In collecting the data, three techniques were applied: 1) Documentation To find out source of information related to the research, for instance: Photo documentation.
2) Library Research To use some archives found by the researchers acquired at the place where the research was conducted. They could be in the form of documents or other references.
3) Questionnaire In which the respondents were required to answer a set of questions or statements.

Sample
Sample is a small part of the whole population. Sugiyono (2011). Sampling technique used in this research was saturation sampling in which the sample was the population of Prabumulih Regional General Hospital consisting of 418 people. Slovin's Formula: Ket: n = Number of samples N = Total population e = Error tolerance Hence, the sample of this research is:

Validity Test
Validity test used in this research was content validity, to which extent a measure represents the aspects of a construct.
Hypothesis of the validity of questionnaire items: 1) If r is positive and r-obtained > r-table (0.235), variable is valid 2) If r is negative and r-obtained < r-table (0.235), variable is not valid.

Reliability Test
Reliability test was conducted only to the valid items in which the valid items were acquired through validity test. To calculate the reliability, Cronbach Alpha was used.

The Result of Validity Test
After the data was collected, validity test was performed by conducting a correlation between score items of the instruments. The result is as follows

The Result of Reliability Test
Reliability test was conducted only to the valid items in which the valid items were acquired through validity test. To calculate the reliability, Cronbach Alpha was applied by using SPPS for Windows Version 22. As shown in the picture above, usability was the indicator with the highest value, 1.095 followed by information quality, 1.090. The lowest one is service interaction with the value of 1.085.

Conclusion
This research was conducted with the purpose of finding out website service quality of Prabumulih Regional General Hospital by using Webqual 4.0 consisted of three indicators; usability, information quality, and service interaction. The data was collected through the responses of the questionnaire given to the respondents, the employees at Prabumulih Regional General Hospital. The result was that the respondents were overall satisfied, thus the service quality of Prabumulih Regional General Hospital's website met the satisfaction of the respondents. The result of the research using Webqual method 4.0 was that most of the respondents chose usability indicator in which the value was 1.095. It was due to an interesting display and ease of interaction of the website. Then, they chose information quality (1.090) because according to the respondents, website information quality was good. The last indicator with the lowest score was service interaction with a value of 1.085. According to the respondents, the website was not safe yet for any transactions and the communication was still poor.