Evaluating Satuva Academic Portal Service Quality Using Webqual 4.0 Toward User Satisfaction And Academic Effectiveness

Abstract

Extending prior End-User Computing Satisfaction (EUCS) findings, this study evaluates the website service quality of the Integrated Academic System of Universitas Al Washliyah Medan (SATUVA) and its empirical impact on user satisfaction and academic effectiveness using the WebQual 4.0 framework. A quantitative explanatory survey was conducted among 101 active users comprising students (75.2%), lecturers (17.8%), and administrative staff (6.9%). Nineteen questionnaire indicators were mapped across Usability Quality, Information Quality, and Service Interaction Quality, and analyzed via WebQual Index (WQI%), mean satisfaction scoring (RK), and multiple linear regression. Results show SATUVA achieved a satisfied rating with an aggregate mean of 3.77/5.00 (WQI = 75.32%), led by Service Interaction Quality (3.87; 77.33%) and Usability Quality (3.84; 76.86%), while Information Quality scored lowest (3.65; 72.97%) due to data output errors (IQ6 = 2.34). Regression confirms all three dimensions significantly drive User Satisfaction and Effectiveness (F = 479.65, R² = 0.937, p < 0.01), highlighting priorities in geofencing expansion, billing automation, and schedule synchronization.