Aplikasi nyata pemanfaatan teknologi informasi dan komunikasi adalah pada bidang layanan administrasi akademik perguruan tinggi, salah satunya sistem portal akademik Universitas Trunojoyo Madura. Implementasi dalam proses penyelenggaraannya sering menemui banyak kendala, baik teknis maupun non teknis. Penelitian ini bertujuan untuk mengetahui kepuasan pelanggan berdasarkan analisis indeks kepuasan pelanggan ditinjau dari Webqual 4.0 dan untuk mengetahui fokus perbaikan mutu terhadap pelayanan website portal akademik Universitas Trunjoyo Madura berdasarkan Importance Performance Analysis ditinjau dari Webqual 4.0. Penelitian ini merupakan penelitian kuantitaif deskriptif, digunakan untuk mengetahui gambaran, deskripsi, atau lukisan secara sistematis, faktual dan akurat mengenai kualitas pelayanan jasa online yang diberikan kepada mahasiswa.Sampelpenelitianiniadalahmahasiswaangkatan 2009/2010, teknik sampel yang digunakan teknik Stratified Random Sampling dengan alat analisis Indeks Kepuasan Pelanggan dan analisis Tingkat Kepentingan – Kinerja. Hasil penelitian didapat skor Indeks Kepuasan Pelanggan (IKP) sebesar 60.42% dan masuk dalam kategori “cukup puas”, sedangkan Diagram Kartesius Importance Performance menunjukkan bahwa terdapat tiga atribut yang menjadi prioritas utama perbaikan mutu yakni Situs portal akademik Universitas Trunojoyo Madura memberikan informasi administrasi dan akademik mahasiswa yang jelas,detail dan ter update (KI 4), Informasi administrasi dan akademik disitus portal akademik UTM dapat dipercaya (KI 3), Melalui portal UTM, pengguna merasa aman bahwa data akademik mahasiswa (KRS, KHS, Transkrip, data personal) sesuai (KIP 4). Kata kunci : website, importance performance, webqual, indeks kepuasan pelanggan.

Academic portal system in University of Trunojoyo Madura is one of many implementations of communication and information technology in universities. Its implementation often encountered many obstacles, both technical and non-technical. This study aims at determining the customer satisfaction index based on analysis of customer satisfaction in term of webqual 4.0 and determining the focus of quality improvement of the academic website service in University of Trunojoyo Madura based on importance performance analysis by using webqual 4.0. This study is descriptive – quantitative in order to know the description of online service quality received by university student systematically, factually, and accurately. The sample of this study were university student in 2009/2010, andthe sample technique that was used is stratified random sampling with the customer satisfaction index and importance performance as the analysis tools. Result show that the customer satisfaction index is 60.42% and belongs to fairly satisfied category, while cartecius diagram of importance performance shows that there are three attributes which become the main priorities on quality improvement. Those attributes are : academic site of UTM which gives clear, detail, and updated information about academic and administration (KI 4), the administrative and academc information which on academic portal of UTM can be trusted (KI3), through UTM portal, the users feel safety that student academic data (KRS, KHS, Transcript, and personal data) is appropriate with their data (KIP 4). Keywords: website, importance performance, webqual, customer satisfaction index

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