Evaluating Web Quality and Its Influential Factors in Higher Education: A Comparative Study

Abstract

The quality of a website is an important factor that must be considered in an institution because an institution's website is an illustration of the institution in cyberspace. To find out the quality of a website, it is necessary to measure the quality of the website based on its users. This study aims to find out how the quality of academic websites is owned by several universities in Indonesia universities. The instrument used was adopted from the method of WebQual 4.0 consisting of three variables, namely usability, information quality, and service interaction quality, and twenty-two indicators. The analytical technique used is importance-performance analysis (IPA) which will provide an overview of indicators that need improvement or need to be maintained based on user perceptions and expectations. This study uses a quantitative approach by distributing questionnaires to students active in each college. The reliability and validity test of the instrument was carried out with the help of SPSS software. Data analysis was carried out using a WebQual index, gap analysis, and importance-performance analysis (IPA). The results of the gap analysis show negative results in all indicators, this shows that the quality of academic websites in five universities is under the expectations of its users. Results will be expected to reveal some interesting findings to discuss.