Website Quality Measurement of Educational Government Agency in Indonesia using Modified WebQual 4.0

Abstract

This study aims to evaluate the quality of the Region III Higher Education Service Institution (RHSI3) website using the modified WebQual 4.0. This evaluation needs to be carried out to find out things that need to be improved on the website so that it can satisfy its users. Based on the evaluation results, it can be seen that the overall average score of the RHSI3 website measurement is 568.50 with an interpretation of 69.33%, so it is included in the Good criteria. There are six indicators that get a score above the average while there are four indicators that get a score below the average. The indicator that gets the highest score is the indicator about the simplicity of learning to operate the RHSI3 website. This indicator gets a score of 808 with an interpretation of 98.58%, so it is included in the Excellent criteria. The indicator that gets the lowest score is whether the website provides a space for the community. The indicator only gets a score of 216 with an interpretation of 26.34%, so it is included in the Bad criteria. To improve the quality of the website, it is necessary to improve several indicators that get a low score interpretation value, i.e., providing detailed information, a space for the community, and making it easier to communicate with organizations. From an academic point of view, this study contributes to the modifications of WebQual 4.0 as well as gives examples of how to use it. From a practical point of view, the results of this study can be a reference for RHSI3 website managers regarding things that need to be considered and improved to make their website quality better.