User-Centered Evaluation of A Library Website: WebQual 4.0 and IPA Approach
DOI:
https://doi.org/10.24252/kah.v14i2a6Keywords:
Library user satisfaction, Library website, WebQualAbstract
Background: Academic library websites play a critical role in delivering digital services to users, making it essential to understand and evaluate service quality from the users' perspectives, particularly regarding usability, information quality, and service interaction quality.
Purpose: The study examines the service quality of an academic library website in Banda Aceh from users' perspectives by applying the WebQual 4.0 method and the Importance Performance Analysis (IPA) approach to identify website attributes that should be prioritized for improvement.
Methods: Data were obtained from 158 users through a questionnaire consisting of 22 valid and reliable indicators.
Findings: All indicators showed performance-to-expectation gaps, with an average conformity level of 92.12%, indicating that the website's performance has not fully met user expectations. The highest-performing indicator was the trustworthiness of information, while the lowest-performing indicator was the visual design of the website. IPA quadrant analysis identified four priority indicators for improvement: ease of use, user interface design, detailed information availability, and positive interaction experience.
Originality/Value: The integrated application of Webqual 4.0 and IPA effectively identified service quality gaps and provided strategic insights for improving the digital services of academic library websites, suggesting that systematic improvements in usability, interface design, and information presentation are essential to enhance user satisfaction.
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