Analysis of Factors Affecting The Website Quality (Study Case: XYZ University)

Darmawan Napitupulu


Abstract— Website is Information and Communication Technology (ICT) media, which is used to display content of information in a fast, scalable, affordable and certainly varied way. Furthermore, a website for an institution is the reflection or face of the institution in cyberspace. Therefore, improving the quality of website should be one of the main concerns to be done continuously. The quality of a website can be measured with WebQual model developed by Barnes & Vidgin (2002). The aim of this research is to determine the effect of WebQual independent variables namely usability, quality of information and service interaction quality toward users’ satisfaction associated with the quality of the website. The method used in this research was survey method with a quantitative approach, namely multiple linear regression. Sampling was done by purposive sampling in XYZ university by distributing questionnaires to 216 respondents who are students as users of the website. The results showed that the variables of usability and services interaction have the significant and positive effect on users’ satisfaction. However, the variable of information quality has no significant effect on users’ satisfaction. Although the website is mandatory, information quality needs to be improved so that it can create users’ satisfaction. The coefficient of determination showed by 57.5% contribution of three independent variables can explain variations in users’ satisfaction. This means that there are 42.5% more variables outside of this research model.

Keywords— Usability, Information Quality, Service Interaction Quality, Users’ Satisfaction, Multiple Regression

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Published by INSIGHT - Indonesian Society for Knowledge and Human Development