Service Interaction Quality

Oct 13, 2025 by wbrum.org 72 views

Introduction

In today's digital age, a university library's website plays a crucial role in providing access to information and resources for students, faculty, and staff. The quality of a library website can significantly impact the user experience, academic performance, and overall satisfaction with the institution. This study aims to evaluate the quality of the Medan Area University Library website (UMA) using the modified webqual 4.0 method, focusing on four essential aspects: user ease (usability), information quality, service interaction quality, and user interface quality.

Methodology

This qualitative study employed a combination of interviews and surveys to collect data from 14 UMA students and the Head of IT. The webqual 4.0 modification method was used to assess the quality of the UMA library website. The method consists of four key aspects:

User Ease (Usability): Evaluates the ease of use and navigation of the website.
Information Quality: Assesses the quality and accuracy of the information presented on the website.
Service Interaction Quality: Examines the quality of interactions between the user and the website.
User Interface Quality: Evaluates the visual appeal and responsiveness of the website.

Results

The results of the study revealed that the quality of the UMA library website is still inadequate based on the webqual 4.0 modification method. The following sections highlight the key findings for each aspect:

User Ease (Usability)

The UMA library website is considered less attractive and does not meet the expected service quality standards. The site navigation can still be improved to be more intuitive and user-friendly. Websites that are difficult to access or unresponsive can reduce user experience and prevent students from finding the information they need. Therefore, it is essential for the manager to make significant improvements in website design and navigation.

Example of a poorly designed website:

A cluttered homepage with too many links and buttons.
A confusing menu system that makes it difficult to find specific information.
A lack of clear and concise instructions for users.

Information Quality (Information Quality)

The results show that the library website has not fully met the expected standard writing criteria. The structure of writing content that is unclear can cause confusion for the user. Not well-organized information can reduce user trust in site credibility. The library must pay attention to how to deliver information and ensure that all content is presented in a standard format and is easily understood by the user.

Example of poor information quality:

Outdated or incorrect information.
Lack of clear and concise headings and subheadings.
Poorly formatted text that is difficult to read.

Service Interaction Quality (Service Interaction Quality)

In terms of the quality of service interactions, there are some deficiencies that are of concern. The library website is not fully safe from the threat of hackers, and has not provided full freedom to users to explore the site according to their wishes. Poor interactions can cause user frustration and have the potential to reduce site use. Therefore, it is essential to improve security aspects and provide more options for users in interacting with websites.

Example of poor service interaction quality:

A website that is vulnerable to hacking and data breaches.
A lack of clear and concise instructions for users.
A website that is not responsive to user feedback.

User Interface Quality (User Interface)

Finally, in terms of the quality of the user interface, the library website also shows weaknesses. Loading time that is slow when opening pages and unattractive designs become several issues that need to be fixed immediately. An attractive and responsive design is very important to attract users' attention and enhance their experience when accessing information. Investment in modern and efficient web design can have a positive impact on the use of sites by students.

Example of poor user interface quality:

A website that is slow to load and has a poor user experience.
A website that has an unattractive and outdated design.
A website that is not responsive to user interactions.

Conclusion

Overall, this study revealed that the quality of the Medan Area University Library website is still far from expectations based on the webqual 4.0 modification method. Concrete steps are needed to improve the ease of use, quality of information, service interactions, and user interfaces. By conducting a sustainable evaluation and update, it is hoped that websites can be a better source of information and more beneficial for students and the wider community.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve website design and navigation: Make significant improvements in website design and navigation to make it more intuitive and user-friendly.
Enhance information quality: Pay attention to how to deliver information and ensure that all content is presented in a standard format and is easily understood by the user.
Improve service interaction quality: Improve security aspects and provide more options for users in interacting with websites.
Invest in modern and efficient web design: Invest in modern and efficient web design to enhance the user experience and attract users' attention.

Q: What is the purpose of this study?

A: The purpose of this study is to evaluate the quality of the Medan Area University Library website (UMA) using the modified webqual 4.0 method, focusing on four essential aspects: user ease (usability), information quality, service interaction quality, and user interface quality.

Q: What is the webqual 4.0 modification method?

A: The webqual 4.0 modification method is a qualitative method used to evaluate the quality of a website. It consists of four key aspects: user ease (usability), information quality, service interaction quality, and user interface quality.

Q: What are the key findings of this study?

A: The key findings of this study are:

The UMA library website is considered less attractive and does not meet the expected service quality standards.
The site navigation can still be improved to be more intuitive and user-friendly.
The library website has not fully met the expected standard writing criteria.
The structure of writing content that is unclear can cause confusion for the user.
The library website is not fully safe from the threat of hackers, and has not provided full freedom to users to explore the site according to their wishes.
The loading time that is slow when opening pages and unattractive designs become several issues that need to be fixed immediately.

Q: What are the recommendations for improving the UMA library website?

A: The recommendations for improving the UMA library website are:

Improve website design and navigation to make it more intuitive and user-friendly.
Enhance information quality by paying attention to how to deliver information and ensuring that all content is presented in a standard format and is easily understood by the user.
Improve service interaction quality by improving security aspects and providing more options for users in interacting with websites.
Invest in modern and efficient web design to enhance the user experience and attract users' attention.

Q: Why is it important to evaluate the quality of the UMA library website?

A: It is essential to evaluate the quality of the UMA library website because it can significantly impact the user experience, academic performance, and overall satisfaction with the institution. A well-designed and user-friendly website can enhance the user experience and provide better access to information and resources.

Q: Who is the target audience of this study?

A: The target audience of this study is students, faculty, and staff of the Medan Area University, as well as the wider community who may use the UMA library website.

Q: What are the limitations of this study?

A: The limitations of this study are:

The study is based on a qualitative method, which may not provide a comprehensive view of the UMA library website.
The study is limited to the opinions and experiences of the participants.
The study may not be generalizable to other universities or institutions.

Q: What are the implications of this study?

A: The implications of this study are:

The UMA library website needs to be improved to meet the expectations of users.
The library website should be designed to be more intuitive and user-friendly.
The library website should provide better access to information and resources.
The library website should be secure and provide more options for users in interacting with websites.

By addressing these implications, the UMA library website can be improved to provide a better user experience and meet the expectations of students and the wider community.