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All Journal INOVTEK Polbeng - Seri Informatika
Zuleffa, Mazia
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Computer Science & IT

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User Satisfaction Analysis of the Website Using the E-Servqual Method Zuleffa, Mazia; Hari Widi Utomo; Arif Riyandi
INOVTEK Polbeng - Seri Informatika Vol. 10 No. 2 (2025): Juli
Publisher : P3M Politeknik Negeri Bengkalis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35314/m9a6r812

Abstract

This study aims to specifically analyze the key service quality dimensions—Efficiency, Privacy, and Contact—that influence user satisfaction with the PMB website of Madyathika Polytechnic. A structured questionnaire based on the E-SERVQUAL model was distributed to respondents, and the collected data were analyzed using descriptive statistics, SPSS-based validity and reliability testing, and Importance Performance Analysis (IPA). The findings reveal that although several service dimensions meet user expectations, attributes such as cross-device accessibility, user data privacy, and clarity of contact information still show negative service quality gaps. These results provide a foundation for targeted recommendations to improve the overall digital service experience. This research contributes to the strategic enhancement of digital service quality in higher education admissions systems.
Co-Authors Arif Riyandi Hari Widi Utomo