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This study aims to analyze the quality of Shopee's ecommerce site using the WebQual method approach. Three main dimensions, namely usability, information quality, and service interaction, are used to evaluate the quality of the Shopee website from the user's point of view. This method measures users' perception of the main aspects that determine their experience in using the Shopee website. The results of the study show that although Shopee has succeeded in providing a responsive and informative platform, several areas need improvement, especially related to aspects of service interaction and the security of users' personal information. In conclusion, Shopee needs to optimize several important aspects to improve the user experience and strengthen its position as a leading ecommerce platform in Southeast Asia. Improved design and navigation of a more modern and intuitive interface can make it easier for users to navigate the platform. In addition, real-time updates of product information regarding stock and prices will help prevent user dissatisfaction. Shopee also needs to improve customer service, both with the addition of staff and technology such as advanced chatbots, to answer customer needs faster. Finally, increased security and transparency regarding transactions and protection of personal data will strengthen user trust in this platform. Through these efforts, Shopee is expected to be able to provide a better shopping experience and maintain the loyalty of its users amid fierce e-commerce competition. [ABSTRACT FROM AUTHOR]

Academic information systems (AIS) at universities provide convenience to students in online campus administrative activities. Universitas Muhammadiyah Gombong (UNIMUGO) has an academic information system. The realization of quality academic and administrative services is one of the university's efforts in building and developing AIS. This study uses e-ServQual and WebQual 4.0 methods to determine the quality of AIS services. This study aims to determine the impact of AIS quality on user satisfaction by comparing E-Servqual and Webqual 4.0. The respondents' data were analyzed by linear regression. The study's findings indicate which method is best for assessing the service quality of the AIS system, as well as additional recommendations for Universitas Muhammadiyah Gombong to assess the success of the existing AIS system. Questionnaires were distributed to 100 students by Google Forms. Data analysis utilizes multiple linear regressions to determine the level of influence between the independent variables (e-Servqual and WebQual 4.0) and the dependent variable (user satisfaction). The research results from hypotheses H1 and H2 equally state that the quality of the AIS system has a positive and significant effect on user satisfaction. Analyzing the e-ServQual results showed that the AIS system was of medium quality, while the WebQual 4.0 method was of excellent quality. The results of data analysis on the e-ServQual method showed that the independent variable could affect user satisfaction by 66.1% and 33.9% influenced by other variables. The WebQual 4.0 method showed that the independent variable could affect user satisfaction by 85.1% and 14.9% influenced by other variables.

Today, websites are a major means of finding or providing information. The Saintekmu website was created to offer top-notch service to students. One way to ensure that the website's services are appropriate and that information technology is being used to its fullest potential is to evaluate the level of service provided and improve its quality. This study aims to compare the results of two methods - the System Usability Scale (SUS) and Webqual - used to determine the quality and expectations of website users. The study distributed questionnaires online using Google Forms and had a sample size of 20 students. The data collected was analyzed using the SPSS program. The results of the SUS method indicated that the website acceptability range was in the marginal category, with a score of 69.9 and a classification rating of OK. The Webqual method yielded an R square of 0.948, indicating that the website's usability, quality, and interaction variables had a significant effect on user satisfaction. All WebQual 4.0 dimensions had a positive and significant effect on user satisfaction, both partially and simultaneously. This study provides Muhammadiyah Saintek University with reference material to evaluate its website in the future.

Central bank communication has changed over the years, following the trend of digitalization. It has been used as a tool for the implementation of monetary policies since the 1990s, when central banks started publishing their inflation reports, outlooks, and meeting minutes on the road towards greater transparency, and to help meet their price stability mandate. This mandate cannot be achieved through traditional financial instruments alone, so digital communication and marketing has become an economic policy tool. The effectiveness of the European Central Bank's online communication tools will be tested via a GAP model, by applying an adapted version of the servuction scale to the Bank and disseminating it to 500 citizens, with the purpose of measuring citizen satisfaction with its website and communications. The servuction model focuses on high quality services that are perceived as such by private sector customers, having a strong marketing component. The originality of the research consists in adapting it to the public sector, more specifically to central banks, and by treating citizens as customers throughout the study. The model was successfully applied to the European Central Bank, demonstrating that citizens' expectations are highest regarding both the reliability and assurance dimensions, meaning that they want to feel confident in ECB actions, and to the understandability dimension of its online content. The largest gaps between citizens' expectations and perceptions were identified within the efficiency, understandability, and empathy dimensions. In future, the study can be replicated and adapted to both national central banks and private banks within the European Union, assessing how citizens perceive their websites, communication, and marketing strategies, with the purpose of improving the latter two, and increasing civic engagement. The model can also be adapted to narrower topics relating to sustainable digital development, such as the expectations and perceptions of citizens with regards to central bank digital currencies. [ABSTRACT FROM AUTHOR]

Pandemi COVID-19 sangat berdampak dalam pelaksanaan proses pendidikan di berbagai daerah di Indonesia, tidak terkecuali pada provinsi termuda di Indonesia yaitu Kalimantan Utara. Adanya COVID-19 membuat institusi pendidikan di Kalimantan Utara harus mampu menyesuaikan berbagai transformasi digital di bidang pendidikan, salah satunya adalah melalui penggunaan media pembelajaran secara daring (E-learning). Maraknya penggunaan website E-learning saat ini harus didukung dengan adanya berbagai proses evaluasi, diantaranya evaluasi terhadap kualitas dari media pembelajaran tersebut. Hal ini penting dilakukan untuk mengetahui sejauh mana kualitas E-learning dan untuk menjamin keberlanjutan dari penggunaan media E-learning tersebut. Penelitian ini bertujuan untuk melakukan evaluasi terhadap kualitas dari E-learning di Era New Normal pada perguruan tinggi di Kalimantan Utara. Pendekatan Webqual 4.0 digunakan untuk mengukur kualitas dari media E-learning tersebut. Penelitian ini menggunakan tiga dimensi dalam Webqual 4.0, meliputi Information, Usability dan Service Interaction Quality. Hasilnya dari 17 pernyataan yang mewakili tiga dimensi Webqual 4.0 tersebut didapatkan nilai akhir Webqual Index sebesar 0,80 yang menunjukkan bahwa kualitas E-learning saat ini berada dalam kategori sangat baik.

Background: Evaluation of the quality of the DPRD Central Lombok Regency website is the basic concept of this paper. Webqual is one website quality measurement method based on user perception. According to the data analysis we have the correlation coefficient number, R Square, is 0.998. This shows that the three-dimensional Webqual contributes 99.8% to the level of website quality and the remaining 0.02% is contributed by other factors. Purpose: This study aims to measure the quality of the Central Lombok Regency DPRD website. Methods: This study was conducted using the WebQual 4.0 quantitative method. This research was designed with the following steps: The research began by identifying the purpose of creating a website by reviewing the services provided by the Central Lombok Regency DPRD website. Results: The regression equation shows that the independent variable from the usability dimension is giving significant influence on the quality of the website with a coefficient of 0.736, the dimension of information quality is 0.896 and the dimension of interaction quality is 1.077. According to the results of the questionnaire, we want to give recommendations such as changing the appearance of the website to be more attractive, adding more accurate, clear, detailed and up-to-date information so that the public can obtain information more quickly from the DPRD of Central Lombok Regency. Conclusion: The regression equation shows that the independent variables analyzed are questions of the three WebQual dimensions (usability, information quality and interaction quality) that positively affect the quality of the website in this study. [ABSTRACT FROM AUTHOR]

Introduction: Government policies in suppressing the spread of the COVID-19 pandemic creates a bigger challenge to provide better library services. Library websites become one important service in social distance. This study aims to find out the level of user satisfaction in the utilization of library websites during the COVID-19 pandemic. Data Collecttion Methods: The paper used a quantitative approach with surveys. Questionnaires are managed based on webqual variables. Data analysis: The survey data analysis used descriptive statistics with mean value. The mean value is based on the interpretation guidelines. Results and discussion: Library web statements showed the highest score while library web appearance showed the lowest. The average score of user satisfaction on the utilization of library websites is at a satisfactory level. The highest score is 28,04 on the information quality variable. The lowest score of 18,76 on the usability quality variable and interaction quality showed a score of 23,74. Conclusions: Based on the results of data analysis on the webqual variable, the level of user satisfaction in the utilization of library website during the COVID-19 pandemic is found in the satisfactory level.

Objective: Purpose: This study aims to analyze Digital Business Strategies to Support Sustainable Economic Development. Business digitization that is currently developing includes websites, social media, Office Automation, and other technologies. Collaboration between hardware and software here really supports the running of digital processes. Methodology: The development of a digital business strategy to support sustainable economic development requires strong analysis to determine the position of the level of digital facilities used to support business. On the website, for example, it can be analyzed by applying the WebQual measurement method which uses the support of the IPA (Importance Performance Analysis) method. Results: The results of this study are in the form of strategies for developing business by utilizing technology for business in the digital era, such as social media, mobile applications and websites. Implication: This study presents the perception and importance approach of the user. The user's perception of a good information system is a system where users are satisfied with the quality of the website. This study is very useful for practitioners, business people to support sustainable economic development by analyzing the applied business strategy. This paper provides a valuable reference for business people and society to develop a profitable business.

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Evaluasi kualitas website harus diperhatikan secara berkelanjutan oleh suatu institusi karena kualitas website adalah bagian dari gambaran institusi di dunia maya. Universitas Ahmad Dahlan (UAD) sebagai suatu institusi pendidikan tinggi memanfaatkan media website dalam proses Penerimaan Mahasiswa Baru (PMB). Merujuk pada proses kajian awal menggunakan metode black-box, ditemukan bahwa terdapat fungsi website PMB UAD yang tidak bekerja secara baik dan terindentifikasi konten informasi proses pendaftaran yang ditampilkan pada website tidak lengkap. Penelitian ini bertujuan untuk mengetahui kualitas website PMB UAD berdasarkan interpretasi pengguna akhir dengan instrumen penelitian mengadopsi metode WebQual 4.0, meliputi variabel kualitas kegunaan, variabel kualitas informasi, dan variabel kualitas layanan interaksi. Proses evaluasi diawali dengan pengujian instrumen penelitian yang meliputi pengujian validitas dan pengujian reliabilitas. Proses pengujian statistik WebQual 4.0 dilakukan melalui pengujian asumsi statistik, meliputi pengujian normalitas, pengujian autokorelasi, pengujian multikolinearitas, pengujian heteroskedastisitas, uji-t, dan uji-f. Proses evaluasi terakhir ialah pengujian importance-performance analysis (IPA) dengan analisis tingkat kesesuaian, analisis kesenjangan, dan analisis kuadran antara kinerja dan harapan. Hasil pengujian validitas dan reliabilitas terhadap 23 butir instrumen oleh seratus responden mendapatkan nilai keseluruhan rtabel lebih besar dari nilai rhitung, yaitu 0,195, dan nilai Cronbach's alpha lebih besar dari 0,6, sehingga instrumen penelitian valid dan reliabel. Pengujian yang melibatkan 250 responden mendapatkan hasil statistik WebQual 4.0, yaitu setiap variabel bebas (A) berkorelasi secara parsial dan simultan dengan variabel terikat (B). Uji kuadran IPA memberikan hasil bahwa variabel A2.5 tentang penyediaan informasi yang mudah dipahami oleh pengguna perlu dioptimalkan oleh pihak pengelola PMB dan pengelola layanan website di UAD.

Globally, change is happening fast, especially in the current conditions of crisis (pandemic, war, economic recession), therefore citizens need to be informed, ready to change jobs, therefore continuous training helps them to overcome obstacles, to be active citizens. These changes determined the managers 'orientation towards the identification of the beneficiaries' needs, the unsatisfied requirements, but also towards the creation of other needs, in the idea of developing a long-term partnership. Initially, the method was called WebQual, later the name was changed to eQUAL. Under this name it has been experimented with for public services provided by electronic means.

Introduction. Previous research on the quality of search engines through a combination of three supporting theories is limited. This research which used the three theories aims to measure the quality of search engines based on user perceptions, utilization, and recall and precision values. The three supporting theories include recall and precision analysis, TAM (Technology Acceptance Model) and WebQual. Research methods. This study used a quantitative inferential method with questionnaires, observations, and online search. Data analysis. This study used inferential statistical data analysis techniques which used to determine the relationships among research variables. Results and discussion. Search engine Yahoo shows the highest recall value, while Google shows the highest precision value. The two search engine are well accepted and used frequently by users. The usability quality dimension has a significant effect on the utilization of Google and Yahoo, while the interaction quality dimension has no significant effect on those two search engines. Meanwhile, the dimension of information quality has a significant effect on Yahoo, however, it has no a significant effect on Google. Conclusion and suggestions. The two search engines are accepted by user. They used as online learning media in universities to provide ease of use and support user interaction.

Central bank communication has changed over the years, following the trend of digitalization. It has been used as a tool for the implementation of monetary policies since the 1990s, when central banks started publishing their inflation reports, outlooks, and meeting minutes on the road towards greater transparency, and to help meet their price stability mandate. This mandate cannot be achieved through traditional financial instruments alone, so digital communication and marketing has become an economic policy tool. The effectiveness of the European Central Bank’s online communication tools will be tested via a GAP model, by applying an adapted version of the servuction scale to the Bank and disseminating it to 500 citizens, with the purpose of measuring citizen satisfaction with its website and communications. The servuction model focuses on high quality services that are perceived as such by private sector customers, having a strong marketing component. The originality of the research consists in adapting it to the public sector, more specifically to central banks, and by treating citizens as customers throughout the study. The model was successfully applied to the European Central Bank, demonstrating that citizens’ expectations are highest regarding both the reliability and assurance dimensions, meaning that they want to feel confident in ECB actions, and to the understandability dimension of its online content. The largest gaps between citizens’ expectations and perceptions were identified within the efficiency, understandability, and empathy dimensions. In future, the study can be replicated and adapted to both national central banks and private banks within the European Union, assessing how citizens perceive their websites, communication, and marketing strategies, with the purpose of improving the latter two, and increasing civic engagement. The model can also be adapted to narrower topics relating to sustainable digital development, such as the expectations and perceptions of citizens with regards to central bank digital currencies.

Electronic-based governance is a way for Central and Regional Government Agencies to utilize information technology. Ministry of religion created SIMKAH WEB as one of the forms of E-government. This application helps administer marriages and is integrated with other applications by sector. The primary purpose of this application is to improve services and digital data presentation. This study analyzes the quality of SIMKAH WEB based on user perceptions, namely employees of the Ministry of Religion and prospective brides. The method used in this research isWebqual 4.0, EUCS, and Importance Performance Analysis Matrix. We combined the two approaches, Webqual and EUCS, and then analyzed them with the IPA Matrix. The result was compared against the results given by each method when it was carried out separately. Another benefit is providing recommendations for improvement based on each technique. Several methods would show which way has the highest suitability level and provide suggestions for improving the SIMKAH application. Based on the suitability level analysis results, the combined Method obtained a value of 92.85%, EUCS 92.64%, and Webqual 90.13%. [ABSTRACT FROM AUTHOR]

Perguruan tinggi sebagai suatu lembaga penyedia jasa pendidikan diwajibkan untuk memberikan pelayanan yang maksimal. Pemanfaatan teknologi informasi dapat dilakukan melalui penerapan sistem informasi akademik. Berdasarkan hal tersebut, Universitas Maarif Hasyim Latif (Umaha) membangun Sistem Langitan. Sistem Langitan merupakan sistem informasi akademik yang berbasis website yang dapat diakses kapan saja dan dimana saja asalkan tersambung dengan koneksi internet. Dengan adanya sistem informasi akademik mahasiswa dapat mengakses informasi yang berkaitan dengan catatan akademik selama proses perkuliahan. Tujuan penelitian ini untuk mengetahui kualitas website Sistem Langitan Umaha dengan menggunakan metode Webqual dan Importance Performance Analysis (IPA). Penelitian ini menggunakan Webqual sebagai dasar pembuatan kuesioner dan Importance Performance Analysis (IPA) sebagai alat analisa berupa Gap Analysis dan kuadran kartesius. Penelitian ini menggunakan proportionate stratified random sampling dengan jumlah responden sebanyak 340 responden yang merupakan mahasiswa aktif di Universitas Maarif Hasyim Latif.Berdasarkan hasil analisis diperoleh bahwa gap analysis keseluruhan bernilai 0,13 yang menujukkan hasil dari kinerja website Sistem Langitan sudah memenuhi kepentingan dan harapan pengguna. Namun masih ada beberapa indikator yang belum memenuhi kepentingan dan harapan pengguna. Hasil analisis Importance Performance Analysis (IPA) diperoleh bawah 7 indikator berada di kuadran pertama yang menjadi prioritas utama untuk diperbaiki karena kualitas website belum memenuhi kepentingan dan harapan pengguna. 8 indikator berada di kuadran kedua yang kualitasnya sudah sesuai dengan harapan dan kepentingan pengguna sehingga hanya perlu mempertahankan kualitas yang sudah ada. 5 indikator berada dikuadran ketiga yang dikembangkan sesuai dengan kepentingan dan harapan pengguna sehingga hanya perlu mempertahankan kualitas yang sudah ada. 7 indikator berada di kuardan keempat ini kinerjanya cenderung berlebihan sehingga disarankan untuk memfokuskan pengembangan atau perbaikan tingkat kinerja indikator di kuadran pertama.

Abstrak Penerimaan mahasiswa baru kampus ARS University tahun akademik 2020/2021 untuk pertama kalinya menggunakan sistem informasi manajemen penerimaan mahasiswa baru (SIM-PMB). Tujuan penelitian adalah analisa kegunaan dan kemudahan SIM-PMB oleh calon mahasiswa. Hasil analisa diperoleh persentase masing-masing pengaruh dari keenam hubungan, yaitu: persepsi manfaat terhadap attitude, persepsi kegunaan terhadap attitude, attitude terhadap behavioural intention to use, behavioural intention to use dipengaruhi oleh kualitas interaksi dan layanan website, behavioural intention to use dipengaruhi oleh kualitas informasi website, dan behaviour dipengaruhi oleh behavioural intention to use. Selanjutnya hasil dari analisa kegunaan dan kemudahan SIM-PMB dapat menjadi alternatif masukan bagi kampus dan keberhasilan faktor-faktor penerimaan oleh calon mahasiswa sebagai user. Abstract ARS University uses new student admissions for the academic year 2020/2021 for the first time using SIM-PMB. The purpose of the research is the analysis of the usefulness and ease of SIM-PMB by prospective students. The results of the investigation obtained the percentage of each influence of the six relationships, namely: perceived usefulness towards attitude, perceived usefulness towards attitude, attitude towards behavioural intention to use, behavioural intention to use are influenced by the quality of website interactions and services, behavioural intention to use is influenced by the quality of website information, and behaviour is influenced by behavioural intention to use. Furthermore, the results of the analysis of the usefulness and ease of SIM-PMB can be an alternative input for the campus and the success of admission factors by prospective students as users.

The research objectives is to examine the causality relationship that occurs between WEBQUAL, trust, engagement, and backpacker loyalty. This study adopted data sourced from the backpacker community members in Southeast Sulawesi Province, Indonesia as respondents who made online bookings at four online booking retailers, namely; Traveloka.com, Tiket.com, Alibaba.com, and Pegipegi.com. The number of the backpacker community members as respondents is 176 respondents. Testing of causality is done by using Partial Least Squared (PLS). The research found are WEBQUAL which consists of information, system, and service quality has a significant direct effect on trust and engagement. Other found in this research are trust and engagement had a significant direct effect on backpacker loyalty. Furthermore, this research found are WEBQUAL which consists of; information, system, and service quality have a significant indirect effect on backpacker loyalty through the mediating role of trust and engagement. [ABSTRACT FROM AUTHOR]

The Politeknik Caltex Riau’s Alumni Association (IKAPCR) has a scholarship information system that contains a Decision Support System (DSS) and scholarship financial management. The IKAPCR scholarship information system requires a reengineering process of several features to meet the needs of system users at the management level. Evaluation of beta testing on IKAPCR scholarship information system shows that the system runs normally as it should based on user requirements, it is informative and innovative, and able to accelerate the scholarship acceptance selection process. While its weaknesses are the process of data integration with the academic system of Politeknik Caltex Riau (PCR), regular reminder donation services via e-mail and SMS, data management on semester payments for scholarship recipients and additional variations graphic info for the analysis process. Therefore, this system needs a reengineering process to improve efficiency at each mechanism of the process. Testing with WebQual of 117 students and 33 PCR alumni, the accuracy of the student respondents was 79.7% which showed that respondents agreed that the quality of the web was good and 80.2% of the alumni respondents indicated that respondents strongly agreed on good web quality.

Globally, change is happening fast, especially in the current conditions of crisis (pandemic, war, economic recession), therefore citizens need to be informed, ready to change jobs, therefore continuous training helps them to overcome obstacles, to be active citizens. These changes determined the managers 'orientation towards the identification of the beneficiaries' needs, the unsatisfied requirements, but also towards the creation of other needs, in the idea of developing a long-term partnership. Initially, the method was called WebQual, later the name was changed to eQUAL. Under this name it has been experimented with for public services provided by electronic means. [ABSTRACT FROM AUTHOR]

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas website BPS Kab. Siak terhadap kepuasan pengguna website. Pada penelitian ini kualitas website diukur dengan menggunakan metode webqual. Variabel webqual merupakan variabel bebas yang terdiri dari kemudahan penggunaan, kualitas informasi dan kualitas interaksi layanan. Sedangkan variabel terikatnya adalah kepuasan pengguna. Metode penelitian yang digunakan dalam penelitian ini adalah metode kuantitatif korelasional. Sampel dipilih dari populasi pengguna website BPS Kab. Siak, yang dihitung dengan menggunakan rumus Slovin dengan signifikansi 10%. Untuk menguji pengaruh variabel bebas terhadap variabel terikat menggunakan analisis regresi linier berganda. Penelitian ini menghasilkan pengaruh yang positif dan signifikan dari ketiga variabel bebas terhadap kepuasan pengguna, baik secara parsial maupun secara simultan.

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism. [ABSTRACT FROM AUTHOR]

The management of public complaints in many institutions in Indonesia has not been managed effectively and integrated. Each institution works partially and not coordinated well. This causes duplication of handling complaint, or worse is a complaint possibly not handled by any of institution, due to the reason that the complaint is not their authority. For this reason, the Government of the Republic of Indonesia established a S4N-LAPOR!. Meanwhile, there are still some deficiencies in LAPOR. This research purpose is to analyze/evaluate LAPOR using an integration of Webqual method to Importance Performance Analysis (IPA) and Kano model. This research is only carried out by analyzing web-based LAPOR services. The questionnaires are distributed to 159 respondents. The webqual method is used to determine the dimension and attributes, while the IPA and Kano model is conducted for data analysis. The integration from the results of both data analysis shows that there are 14-attributes out of 23 that need to be the priority for LAPOR improvements.

Sistem informasi akademik termasuk salah satu elemen penting dalam dunia pendidikan, khususnya pada institusi perguruan tinggi. Hampir sebagian besar pengguna dari sistem informasi adalah mahasiswa/i. Pengukuran terhadap kualitas dari sebuah sistem informasi merupakan hal yang penting untuk dilakukan demi menjaga penggunaan berkelanjutan dari sistem informasi tersebut. Saat ini, pihak STMIK PPKIA Tarakanita Rahmawati sebagai salah satu institusi perguruan tinggi swasta belum mengetahui secara pasti kualitas dari sistem informasi akademik tersebut dari sisi pengguna, dalam hal ini mahasiswa/i. Oleh karena itu, pada penelitian ini akan dilakukan pengukuran atau evaluasi terhadap sistem informasi akademik tersebut dengan menggunakan metode WebQual. Hasilnya dari 113 orang responden yang terdiri atas 62 mahasiswi dan 51 mahasiswia dapat disimpulkan bahwa dari ketiga dimensi Webqual, dimensi Usability Quality memiliki tingkat kesesuaian tertinggi sebesar 82.82 %. Sedangkan, dimensi yang memiliki tingkat kesesuaian terendah adalah dimensi Interaction Quality dengan nilai sebesar 70.91 %.

Introduction: Evaluation of quality of web pages from the users’ viewpoints is useful in its design and development. This study was performed to evaluate of the quality of Ilam University of Medical Sciences website from the users’ viewpoints. Materials & Methods: The statistical population of this descriptive analytical study included 1300 staff of the university in 2014. Overall, 297 volunteers are selected by using Cochran’s formula and random sampling method. Data collection was performed with the WebQual checklist. To analyze the data, descriptive statistics (frequency, percentage, mean and standard deviation) and inferential statistics (one-sample t-test) were used in SPSS, version 16. Findings: According to the findings, the mean scores of benefit, ease of use, attractiveness, and interactiveness were 3.35, 3.79, 3.26, and 3.36, respectively, which are significantly different from 3 considered as the benchmark. Discussion & Conclusions: The results showed that Ilam University of Medical Sciences website is in a good condition with respect to benefit, easy to use, attractiveness, and interaction. However, website administrators can further enhance the quality of the website in all these dimensions.

Universitas Muhammadiyah Malang (UMM) adalah salah satu dari sekian banyak perguruan tinggi swasta di Indonesia yang terletak di Malang, Jawa Timur. UMM berdiri sejak 1964 dengan banyak prodi yang ada. Seiring dengan perkembangan teknologi, UMM telah banyak melakukan pembangunan dalam bidang teknologi informasi dan komunikasi. Salah satu jurusan yang memanfaatkan teknologi informasi dan komunikasi tersebut yaitu Jurusan Teknik Informatika. Teknik informatika memiliki sebuah website yang bernama SIMANTA PKN UMM guna menunjang aktivitas PKN Mahasiswa dan juga aktivitas bimbingan PKN pasca pelaksanaan. Untuk menilai kualitas dari website tersebut dibutuhkan sebuah metode analisa website yaitu Webqual 4.0 dengan analisa perbaikan berdasarkan kinerja website dan kebutuhan pengguna menggunakan metode analisa IPA. Dari penelitian yang ada, ditemukan atribut-atribut apa saja yang perlu dilakukan perbaikan sesuai dengan kebutuhan pengguna website yaitu mahasiswa Teknik Informatika yang penah mengakses website tersebut. Hasil dari penelitian ini menggambarkan bagaimana kualitas layanan website dan memberikan saran perbaikan website berdasarkan penelitian yang telah dilakukan.

Abstrak— Layanan sistem informasi akademik yang sudah digunakan beberapa tahun terakhir, pada dasarnya bertujuan untuk memberikan dukungan terpenuhinya kebutuhan proses akademik di kampus. Namun, seiring dengan berjalannya waktu, diperlukan evaluasi agar efektivitas dari penggunaan sistem tersebut dapat diketahui, sehingga sistem informasi akademik tersebut dapat terus dikembangkan atau ditingkatkan. Selama ini dalam mengembangkan layanan sistem informasi berbasis web kurang memperhatikan faktor usabilitas dari pengguna, padahal pengembangan website yang berkualitas membutuhkan desain kegunaan dan evaluasi dari keterpaduan interaksi manusia dan komputer, aspek kognitif, teknik psikologi dan perangkat lunak. Dalam penelitian ini, untuk mengukur kualitas layanan berbasis web menggunakan kombinasi metode ServQual dan WebQual dan dianalisis menggunakan SEM, yang secara efektif untuk menangani multikolinieritas (jika banyak variabel yang sangat berkorelasi), karena membuatnya lebih kuat dari faktor analisis dan regresi berganda dalam evaluasi usabilitas. Hasil pengukuran menggunakan SEM menunjukkan bahwa jika variabel subyektif (ServQual) dari indeks usabilitas ditingkatkan, maka variabel obyektif dari indeks usabilitas (WebQual) juga akan meningkat secara signifikan. Hasil penelitian ini menunjukkan bahwa aspek-aspek obyektif dan subjektif yang menjadi faktor penilaian usabilitas mendapatkan hasil yang baik dan memuaskan dari hampir semua responden dalam menggunakan layanan sistem informasi akademik kampus XYZ. Kata Kunci— Sistem Informasi, Structural Equation Modelling (SEM), Usabilitas, WebQual, ServQual Abstract— The Services of academic information systems already used last few years. Basically, its aim to support the fulfillment of the academic process on campus. However, over time, is needed in order to evaluate the effectiveness of the use of such systems can be known so that academic information system that can be developed or improved. During this time in developing a web-based information system services less attention on the reusability of the user, whereas the development of quality website design requires the use and evaluation of the integration of human and computer interaction, cognitive, psychological and software engineering. In this study, to measure the quality of web-based services using a combination of methods ServQual and WebQual and analyzed using SEM, which is effective to handle multicollinearity (if a lot of variables that are highly correlated), because it makes it more powerful than the factor analysis and regression in the evaluation usability. The measurement results using SEM showed that if a subjective variable (ServQual) on enhanced usability index, then the objective of the index variable reusability (WebQual) will also be increased significantly.The results of this study indicate that aspects of the objective and the subjective factor in the assessment of reusability get good results and satisfying of almost all respondents in using academic information system. Keywords— Structural Equation Modelling (SEM), Usability, WebQual, ServQual

The extension of the Internet and World Wide Web has created new opportunities as well as new challenges for institutions and individuals who are either receiving or delivering education. Electronic learning is one of the most important breakthroughs in education in which the website is the first access point that users receive educational services provided. Therefore, website quality should be considered as an important factor resulted in the success of virtual learning and studied in a more detailed manner from the e-learners’ perspective. This paper aims to classify the quality aspects of the Tehran virtual university website (webqual 4.0) according to the Kano model of customer satisfaction and determine the asymmetric impact of the webqual 4.0 dimensions’ performance on overall user satisfaction in order to prioritize those dimensions in resource allocation, as well as sensitize the managers of the mentioned website. This is a descriptive-survey and applied study, and also a cross-sectional one. The study population included Tehran University students studying in virtual courses and the data collection tool was the questionnaire of webqual 4.0, as well as, a researcher-made questionnaire to measure end-user satisfaction. Multiple regression analysis was used to investigate the impact of performance asymmetry. The result showed that usability dimension was the high-performance excitement factor, information quality dimension was a high-performing basic factor, and service interaction dimension had low performance scores and was a basic factor. And finally, a short-term plan to improve service interaction dimension to reduce user discontent and a long-term plan to better both information quality and usability dimensions to increase user satisfaction was proposed.

El objetivo de esta investigación es exponer la metodología Kano para el diseño de un sitio web de turismo de aventura (TA). El modelo de los dos factores de Kano permite identificar “la voz del cliente” mediante un cuestionario seccionado en preguntas funcionales y disfuncionales que evalúan los requerimientos de calidad de los usuarios. Se adaptaron las variables utilizadas en el instrumento denominado Webqual, que está fundamentado en la teoría de la acción razonada (TRA) y el modelo de aceptación de la tecnología (TAM).

In the global competitive world, the internet is empowering consumers to purchase online and make comparisons in real time. Thus, e-commerce players have been continuously accentuating upon developing strategies to improvise their website service quality. This paper takes Analytical Hierarchy Process approach to measure the website service quality referred to as AHP-WEBQUAL (AHP-WQ). It attempts to measure the customer judgment towards different criteria that define website service quality. It also applies this judgment to identify customer preferences towards existing e-commerce websites. Amongst, WEBQUAL 4.0 dimensions as considered in the present study, Indian customers perceive usage to be most significant website quality dimension followed by information quality and service interaction quality. The research adds new domain of knowledge for practitioners and academicians by proposing a novel application of AHP which can be used to measure website service quality of multiple e-commerce companies. [ABSTRACT FROM AUTHOR]