ABSTRACT
Information and communication technology (ICT) and user of the Internet become an important part of economic, social life and development. The Internet and electronic device become common in Malaysia, In order government initiatives looking for the huge number of Internet user in this era. The Government has made the serious investment in terms of resources, personnel and time with the belief that it would improve the quality of service of government to citizens. In the tourism sector, Malaysia government has been using Official Malaysia Tourism Website to promote tourism destination and events. The purpose of this study was to know the customer satisfaction index of Official Malaysia Tourism website and to know the indicators of e-government service quality of Official Malaysia tourism website that should be improved to enhance the service quality.
This study using quantitative and descriptive analysis. The indicator are analyze by using Customer Satisfaction Index (CSI) method and Importance Performance Analysis technique based on the seven dimension of e-service quality that are: website design, reliability, responsiveness, security, personalization, information and ease of usage. The type of data is primary and secondary data by giving out 403 questionnaire using the confidence level of 95% and the margin of error 5%. The questionnaire were giving out by using Google form (online). The seven dimension items were asked to the respondents by using Likert scale as measurement scale from not at all satisfied to very satisfied for importance and performance level.
The result of this study indicated that CSI of Official Malaysia tourism website is 80.77%, the result of satisfaction index indicates that the satisfaction is in categorize “Good”. And based on Importance Performance Analysis that has been conducted in this study the indicator that need to be improved is “The user interface of the Official Malaysia Tourism Website has a well organize neatly”.
Keyword: Customer Satisfaction Index, Importance Performance Analysis, www.tourism.gov.my