Analysis of website service quality with webqual 4.0 integration method

Abstract

Universitas Sumatera Utara is one of the state universities that uses a website as an information system to support education. The Academic Portal and Student Directory are websites released by the USU Information System Centre to facilitate academic services for students. However, as a service provider, the Academic Portal website and student directory do not escape complaints from students’ complaints about the quality of service provided and make students feel that the quality of the website is not in accordance with what they expect and give dissatisfaction with the services provided. This research was conducted to analyze the quality of the Academic Portal website and the Student Director i-Student based on the Webqual 4.0 dimension. Analysis of website quality by calculating webqual index to determine the level of quality of the website based on the WQI coefficient interval. If the Academic Portal Dimension usability and Information are in the coefficient interval of 0.60-0.70, it can be said that the quality level of the Academic Portal Website is the Usability and Information dimension is “Good”. Whereas the interaction dimension is at an interval of 0.40-0.59, it can be said that the quality level of Portal A Website is academic.