Academic Information Systems and User Satisfaction with e-ServQual and WebQual 4.0 Approach Method

Abstract

Academic information systems (AIS) at universities provide convenience to students in online campus administrative activities. Universitas Muhammadiyah Gombong (UNIMUGO) has an academic information system. The realization of quality academic and administrative services is one of the university's efforts in building and developing AIS. This study uses e-ServQual and WebQual 4.0 methods to determine the quality of AIS services. This study aims to determine the impact of AIS quality on user satisfaction by comparing E-Servqual and Webqual 4.0. The respondents' data were analyzed by linear regression. The study's findings indicate which method is best for assessing the service quality of the AIS system, as well as additional recommendations for Universitas Muhammadiyah Gombong to assess the success of the existing AIS system. Questionnaires were distributed to 100 students by Google Forms. Data analysis utilizes multiple linear regressions to determine the level of influence between the independent variables (e-Servqual and WebQual 4.0) and the dependent variable (user satisfaction). The research results from hypotheses H1 and H2 equally state that the quality of the AIS system has a positive and significant effect on user satisfaction. Analyzing the e-ServQual results showed that the AIS system was of medium quality, while the WebQual 4.0 method was of excellent quality. The results of data analysis on the e-ServQual method showed that the independent variable could affect user satisfaction by 66.1% and 33.9% influenced by other variables. The WebQual 4.0 method showed that the independent variable could affect user satisfaction by 85.1% and 14.9% influenced by other variables.

Keywords

• academic information system
• user satisfaction
• electronic service quality
• web quality
• servqual
• webqual
• universitas muhammadiyah gombong