Evaluation Of User Satisfaction Towards New Student Admission Website Quality

Authors

  • Erika Christine Panggabean Institut Agama Kristen Negeri Tarutung
  • Jerry Stevan Sinambela Institut Agama Kristen Negeri Tarutung

DOI:

https://doi.org/10.31098/iceiakn.v1i1.243

Keywords:

user satisfaction, website quality, equal web approach

Abstract

This study aims to evaluate the quality of the IAKN Tarutung PMB website using the WebQual approach. The population in this study were users of the IAKN Tarutung PMB website, where the total sample was 201 respondents by using purposive sampling Webqual 4.0. Webqual 4.0 consists of 4 variables, namely Usability, Information Quality, Service Interaction Quality, and Overall. The research method used is a survey with a questionnaire based on Webqual 4.0. The results of the validity and reliability tests show that all questionnaire items are valid and reliable because they meet the requirements. The results of multiple correlation analysis also indicate a strong relationship between the independent and dependent variables in this study. Moreover, based on the data analysis that Webqual can be used to analyze the quality of several websites, both internal (intranet) and external websites. So the conclusion is usability, information quality, and service interaction is jointly influence user satisfaction.

References

Águila-Obra, A. R., Padilla-Meléndez, A., & Al-dweeri, R. (2013). The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction. Total Quality Management & Business Excellence, 24(9-10), 1111-1123.

Ahn, T., S. Ryu, and I. Han. 2007. “The Impact of Web Quality and Playfulness on User Acceptance of Online Retailing.” Information & Management 44 (3): 263–275.

Aladwani, A. M., and P. C. Palvia. 2002. “Developing and Validating an Instrument for Measuring User-Perceived Web Quality.” Information & Management 39 (6): 467–476.

Alotaibi, M. B., 2013. "E-commerce Adoption in Saudi Arabia: an Assessment of International, Regional, and Domestic web Presence." International Journal of Information Technology and Computer Science 5 (2): 42–56.

Andaleeb, S. S. (1996). An experimental investigation of satisfaction and commitment in marketing channels: The role of trust and dependence. Journal of Retailing, 72(1): 71–93.

Anderson, J. C., and Gerbing, D. W., 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3): 411–423.

Arkontaky, J. n.d. “The Three Characteristics of a Reliable and Trustworthy Website.” AZ Central. Accessed May 29, 2014. http://yourbusiness.azcentral.com/three-characteristics-reliable-trustworthy-website-22239.html.

Asubonteng, P., McCleary, K. J., and Swan, J. E., 1996. SERVQUAL revisited: A critical review of service quality. The Journal of Services Marketing, 10(6): 62–81.

Bagozzi, R. P., and Yi, Y., 1988. On the evaluation of structural equation model. Journal of Academy of Marketing Science, 16(1): 74–94.

Babakus, E., and Boller, G. W., 1992. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3): 253–268.

Barnes, S., and R. Vidgen. 2002. “An Integrative Approach to the Assessment of E-Commerce Quality.” Journal of Electronic Commerce Research 3 (3): 114–127.

Belanche, D., L. V. Casalo, and M. Guinalıu. 2012. "Website Usability, Consumer Satisfaction, and the Intention to use a Website: The Moderating Effect of Perceived Risk." Journal of Retailing and Consumer Services 19 (2012): 124–132.

Bevan, N. 1995. Measuring usability as the quality of use. Software Quality Journal, 4: 115–150.

Bloom, S.B., (1956). Taxonomy of educational objectives: the classification of educational goals New York David McKay.

Byrne, M. B. (1998). Structural Equation Modeling with LISREL, PRELIS, and SIMPLS: Basic Concepts, Applications, and Programming, Mahwah, NJ: Lawrence Erlbaum Associates.

Chang, K.-C. (, 2012). Integrating loss aversion into a technology acceptance model to assess the relationship between website quality and website user's behavioral intentions. Total Quality Management & Business Excellence, 23(7-8), 913-930.

Chen, X., Q. Huang, and R. M. Davison. 2017. “The Role of Website Quality and Social Capital in Building Buyers’ Loyalty.” International Journal of Information Management 37 (1): 1563–1574.

Chen, Y., I. Hsu, and C. Lin. 2010. “Website Attributes That Increase Consumer Purchase Intention: a Conjoint Analysis.” Journal of Business Research 63: 1007–1014.

Chiu, H. C., Hsien, Y. C., and Kao, C. Y., 2005. Website quality and customer's behavioral intention: An exploratory study of the role of information asymmetry. Total Quality Management, 16(2): 185–197.

Cho, C.-H., & Hyun, J. H. (2016). What e-SERVPERF in recruiting websites does affect users’ perceived value, satisfaction, and revisit intention in Korea? Total Quality Management & Business Excellence, 27(7-8), 818-835.

Dann, S., & Dann, S. (2001). Strategic internet marketing. Brisbane: Wiley.

Dickinger, A., and B. Stangl. 2013. “Website Performance and Behavioral Consequences: A Formative Measurement Approach.” Journal of Business Research 66 (6): 771–777.

Dragulanescu, N.-G. (, 2002). Website Quality Evaluations: Criteria and Tools. The International Information & Library Review, 34(3), 247-254.

Fan, W.-S., & Tsai, M.-C. (, 2010). Factors are driving website success – the key role of Internet customization and the influence of website design quality and Internet marketing strategy. Total Quality Management & Business Excellence, 21(11), 1141-1159.

Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction, and Consumer trust on website loyalty. Information & Management, 43, 1–14.

Følstad, A., Jørgensen, H. D., and Krogstie, J. 2004. “User Involvement in eGovernment Development Projects. In:”. In NordiCHI 2004 217–224. Tampere, Finland. New York: ACM

Gupta, A., Bakshi, S., & Dogra, N. (2015). Comparative analysis of state tourism websites of India: An application of WEBQUAL framework. South Asian Journal of Tourism and Heritage, 8(1), 63–80.

Hassanein, K., and M. Head. 2005. “The Impact of Infusing Social Presence in the Web Interface: An Investigation Across Product Types.” International Journal of Electronic Commerce 10 (2): 31–55.

Hong, S., & Kim, J. (2004). Architectural criteria for website evaluation – conceptual framework and empirical validation. Behaviour & Information Technology, 23(5), 337-357.

Hsu, C.-L., Chen, M.-C., & Kumar, V. (2018). How social shopping retains customers? Capturing the essence of website quality and relationship quality. Total Quality Management & Business Excellence, 29(1-2), 161-184.

Hsu, C., K. Chang, and M. Chen. 2012. “The Impact of Website Quality on Customer Satisfaction and Purchase Intention: Perceived Playfulness and Perceived Flow as Mediators.” Information Systems and e-Business Management 10 (4): 549–570.

Hwang, Y., and Kim, D. J., 2007. Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decision Support Systems, 43(3): 746–760.

Jun, M., Yang, Z., and Kim, D. 2004. Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21(8): 817–840.

Kärnä, S., Julin, P., & Nenonen, S. (2013). User satisfaction on a university campus by students and staff. Intelligent Buildings International, 5(2), 69-82.

Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction, and e-Loyalty. Journal of Internet Commerce, 18(4), 369-394.

Kaya, T. (2010). Multi-attribute Evaluation of Website Quality in E-business Using an Integrated Fuzzy AHPTOPSIS Methodology. International Journal of Computational Intelligence Systems, 3(3), 301-314.

Kim, H., and L. S. Niehm. 2009. “The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing.” Journal of Interactive Marketing 23 (3): 221–233.

Kincl, T., & Štrach, P. (2012). Measuring website quality: asymmetric effect of user satisfaction. Behaviour & Information Technology, 31(7), 647-657.

Koivumäki, T., Ristola, A., & Kesti, M. (2008). The effects of information quality of mobile information services on user satisfaction and service acceptance–empirical evidence from Finland. Behaviour & Information Technology, 27(5), 375-385.

Kuo, H. M., and C. W. Chen. 2011. "Application of Quality Function Deployment to Improve the Quality of Internet Shopping Website Interface Design." International Journal of Innovation Computing, Information, and Control 7 (1): 253–268.

Lee, G. G., and Lin, H. F., 2005. Customer perceptions of E-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2): 161–176.

Lee, Y.; Kozar, K. 2006. A. Investigating the effect of website quality on e-business success: An analytic hierarchy process (AHP) approach, Decision Support Systems 42: 1383 – 1401.

Liang, C.-J., & Chen, H.-J. (2009). A study of the impacts of website quality on customer relationship performance. Total Quality Management & Business Excellence, 20(9), 971-988.

Li, Y. N., Tan, K. C., and Xie, M. 2002. Measuring web-based service quality. Total Quality Management, 13(5): 685–700.

Loiacono, E., Watson, R., & Goodhue, D. (2002). WEBQUAL: A measure of website quality. Paper presented at the AMA Winter Conference, Austin, TX.

Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An instrument for consumer evaluation of web sites. International Journal of Electronic Commerce, 11, 51–87.

Longstreet, P., 2010. “Evaluating Website Quality: Applying cue Utilization Theory to WebQual.” System Sciences (HICSS), 2010 43rd Hawaii International Conference, January 5–8

Lorenzo-Romero, C., Constantinides, E., & Alarcón-del-Amo, M.-d.-C. (, 2013). Web Aesthetics Effects on User Decisions: Impact of Exposure Length on Website Quality Perceptions and Buying Intentions. Journal of Internet Commerce, 12(1), 76-105.

Newman, K., 2001. Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3): 126–139.

Parasuraman, A., Zeithaml, V., and Berry, L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1): 12–40.

Parboteeah, D. V., J. S. Valacich, and J. D. Wells. 2009. “The Influence of Website Characteristics on a Consumer's Urge to Buy Impulsively.” Information Systems Research 20 (1): 60–78.

Porter, C. E., and Donthu, N., 2006. Using the technology acceptance model to explain how attitudes determine Internet usage: The role of perceived access barriers and demographics. Journal of Business Research, 59(9): 999–1007.

Rinder, J. M., 2012. “The Importance of Website Usability Testing.” Unpublished Master’s thesis, University of Oregon, United States of America.

Van Iwaarden, J., Van der Wiele, T., Ball, L., and Millen, R. 2003. Applying SERVQUAL to web sites: An exploratory study. International Journal of Quality and Reliability Management, 20(8): 919–935.

Wangpipatwong, S., Chutimaskul, W., and Papasratorn, B. 2009. Quality enhancing the continued use of e-government web sites: evidence from e-citizens of Thailand. International Journal of Electronic Government Research, 5: 19–35.

Webb, H. W., and L. A. Webb. 2004. “SiteQual: an Integrated Measure of Web Site Quality.” Journal of Enterprise Information Management 17 (6): 430–440.

Yang, Z., and Jun, M., 2002. Consumer perception of e-service quality: From internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 25(2): 59–84.

Yang, Z.; Cai, S.; Zhou, Z.; Zhou, N. 2005. Development and validation of an instrument to measure user perceived service quality of information presenting Web portals, Information & Management 42: 575 – 589

Zeithaml, Valarie A. dan Bitner. 2000. Service Marketing 2nd edition: Integrating Customer Focus. New York: Mc Graw Hill Inc

Zhou, T., Y. Lu, and B. Wang. 2009. “The Relative Importance of Website Design Quality and Service Quality in Determining Consumers” Online Repurchase Behavior.” Information Systems Management 26 (4): 327–337.

Downloads

Published

2020-12-07

Issue

Section

Articles