ServQual and WebQual 4.0 for usability check academic information system of private university

Abstract

This study aims to determine the level, correlation, and influence of the usability of academic information system services using the ServQual and WebQual 4.0 methods. The research method used is qualitative-qualitative and data collection through a survey verification consisting of 20 statements. The questionnaire statement uses a Likert scale with 100 student respondents as the main users. The sampling technique uses a simple random sampling technique. Then, the data analysis in this study uses path analysis. The results showed that ServQual was at an average score of 2.60, WebQual 4.0 was at an average score of 2.59, and the average score for the User Satisfaction variable was at 2.66. Academic information system improvement will have a major effect on User Satisfaction. This is by the results of the verification analysis which shows that ServQual (X1) and WebQual 4.0 (X2) have a positive effect simultaneously on User Satisfaction (Y), with a total effect of 0.688 or 68.8%. External influence of 0.312 or 31.2%. Thus, the academic information system in small and medium-scale private universities needs to be improved on the WebQual 4.0 variable and can be added by ServQual improvements, and ServQual improvements can also be done without including WebQual 4.0.