Evaluating Library Website Quality And User Satisfaction Through Webqual 4.0 Method And Importance-Performance Analysis

Abstract

The rapid development of information and communication technology has transformed how users access and utilize digital information sources. In higher education, digital libraries play a crucial role in supporting efficient and accessible academic activities. The Universitas Pendidikan Indonesia (UPI) Library website serves as a primary platform for students to access digital source materials. However, initial observations revealed performance issues affecting user satisfaction. This study evaluates the website’s quality using Webqul 4.0 framework and Importance-Performance Analysis (IPA) to assess satisfaction and improvement priorities. A quantitative descriptitive-verificative method with purposive sampling was applied, and data were analyzed using SPSS across three Webqual 4.0 dimensions. Results show that overall performance is good, though Usability Quality scored the lowest with indicator “ease of use features” 66.6% and “attractiveness of design website” 61.7%. The IPA identified two improvement priorities: ease of learning to use the website and completeness of information. Ordinal logistic regression revealed that all three Webqual 4.0 dimensions significantly and positively influence 78.3% User Satisfaction by using Nagelkerke R² calculation.