The Effect of WebQual 4.0 Dimensions on SIMPONI User Satisfaction

Abstract

Universities increasingly run academic administration through dedicated web applications, yet the quality of these non-learning systems is rarely evaluated from the student's point of view. SIMPONI, the web-based academic administration application used at Universitas Multi Data Palembang, is one such case: students rely on it for course schedules, service requests, and attendance records, but its perceived quality had not previously been measured. This study analyzes the effect of the three WebQual 4.0 dimensions, usability quality, information quality, and service interaction quality, on user satisfaction with SIMPONI. A questionnaire covering sixteen WebQual 4.0 items and one satisfaction item was distributed by random sampling among 1,878 active users of SIMPONI version 1.46.4, yielding 236 usable responses. All items passed validity testing (corrected item-total correlation 0.694-0.859 against an r-table of 0.1277) and reliability testing (Cronbach's alpha of 0.957), after which the data were analyzed with multiple linear regression in SPSS. Usability quality, information quality, and service interaction quality each had a positive, significant effect on user satisfaction (p < .001 for all three) and jointly accounted for 59.3 percent of its variance. Usability quality carried the largest weight, with a standardized beta of 0.322. SIMPONI is well regarded by the students who use it, particularly for ease of use, while its service interaction quality is the dimension with the most room to improve. The study extends WebQual 4.0 research beyond e-learning platforms into non-LMS academic administration systems and gives SIMPONI's developers an evidence-based starting point for future development.