Users’ Expectation and Perception Gap Analysis of Telkom University Website with Modified WebQual 4.0 Method

Telkom University as one of the universities in Indonesia that have used website media has never done in-depth research to find out whether the main website it manages still has a gap between expectations and perceptions from the perspective of its users. In previous studies, assessments of higher education websites were carried out using the slightly modified WebQual 4.0 instrument by omitting several indicators. However, it is not clear what the priority level of each indicator should be measured, based on the perception of their users. This study will measure the level of the gap between the users' expectations and perceptions of the Telkom University website, and what factors are prioritized to be improved. To collect the required data, researchers distributed questionnaires to 400 stakeholders of the Telkom University website. The collected data were analyzed using the Gap Analysis and Importance-Performance Analysis methods. It can be seen that there are nine indicators on Telkom University's website that need improvement. From the results of this study, it can be concluded that there is still a gap between the expectations and perceptions of users, with several factors that must be corrected to improve the quality of the Telkom University website sequentially from the highest priority. This study contributes by developing the modified WebQual 4.0 instrument to assess the quality of the university website which uses five variables such as Usability, Information Quality, Service Interaction Quality, User Interface Quality, and Availability, and also provides an overview of the indicators that must be improved, indicators that must be maintained, indicators with low priority, and which indicators must be reduced in priority on the Telkom University website, Telkom University, Indonesia.