User Satisfaction Analysis of the Website Using the E-Servqual Method

Abstract

This study aims to specifically analyze the key service quality dimensions—Efficiency, Privacy, and Contact—that influence user satisfaction with the PMB website of Madyathika Polytechnic. A structured questionnaire based on the E-SERVQUAL model was distributed to respondents, and the collected data were analyzed using descriptive statistics, SPSS-based validity and reliability testing, and Importance Performance Analysis (IPA). The findings reveal that although several service dimensions meet user expectations, attributes such as cross-device accessibility, user data privacy, and clarity of contact information still show negative service quality gaps. These results provide a foundation for targeted recommendations to improve the overall digital service experience. This research contributes to the strategic enhancement of digital service quality in higher education admissions systems.