USER SATISFACTION ANALYSIS ON THE WEB PORTAL OF THE RI NATIONAL LIBRARY USING WEBQUAL 4.0 METHOD

Abstract

This research is based on the importance of measuring user satisfaction on the National Library of Indonesia web portal with the WEBQUAL 4.0 method which is based on usability, information quality, service interaction and overall in order to better web development to serve users. The sample size used as respondents in this study amounted to 400 respondents who had visited the website of the National Library of Indonesia. The type of research conducted in this research is survey research. Survey research is research conducted with questionnaire sheets and distributed to visitors to the website of the National Library of Indonesia and employees of the National Library of Indonesia who can access directly to the website of the National Library of Indonesia to reveal empirically; (1) Does Usability affect visitor satisfaction? (2) Does Information quality affect visitor satisfaction? (3) Does service interaction affect visitor satisfaction? (4) Does the overall effect on visitor satisfaction? (5) Do usability, information quality, service interaction and overall simultaneously affect visitor satisfaction? The results showed that; (1) Usability has a significant effect on visitor satisfaction. (2) Information quality has a significant effect on visitor satisfaction. (3) Interaction quality has a significant effect on visitor satisfaction. (4) Overall has a significant effect on visitor satisfaction (5) There is a significant effect of usability, information quality, interaction quality and overall together on visitor satisfaction.