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September 10, 2025JSI Jurnal Sistem Informasi (E-Journal)

An Analysis M-Paspor Application Service Quality Using Mobile Service Quality And Importance Performance Analysis Method

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Authors

AHAndre Hartoyo HartoyoNMNurul MutiahIRIbnur Rusi

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Overview

Analysis measures service quality in the M-Paspor application, highlighting performance and user expectations.

Key Points

  • The service quality of the M-Paspor application was rated as 'Good', with an average performance level of 3.87.
  • User expectations were categorized as 'Very Important', reflected in an importance level of 4.47.
  • Suitability analysis revealed the application met only 86.69% of user expectations, indicating room for improvement.
  • Prioritization in the IPA quadrant analysis indicated four key areas needing immediate attention for enhancement.

Cite This Study

Hartoyo et al. (2024) studied this question.

synapsesocial.com/papers/68c1e08354b1d3bfb60fd784https://doi.org/10.18495/jsi.v16i2.150
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