Optimizing Service and Website Support for Success: Key Factors from an Indonesian University Case Study

Abstract

Introduction: In the ever-evolving digital technology landscape, understanding the factors that contribute to the success of services and website support is essential for organizations looking to increase user engagement and achieve their goals. This study conducts a comprehensive analysis of the success factors that influence the effective use of services and website support. This study aims to see the extent of the benefits and sustainability of systems and services and website support in helping all stakeholders find solutions to the problems they face.

The methodology in this study uses a quantitative method by distributing questionnaires to stakeholders. This study also uses the Delone and McLean model which will see the extent of the benefits obtained by using existing services and website support. So this study uses variables such as System Quality, Information Quality, Service Quality, Use, User Satisfaction, and Net Benefits as variables to measure the extent of the benefits of the services and website support. From the results of the existing research, it can be concluded that of the 9 variables, 8 of them have an effect on Use, User Satisfaction, and Net Benefits. And there is 1 variable that has no effect, namely System Quality to User Satisfaction. This means that there is still a need for system improvements from services and website support so that it can continue to be used by stakeholders. From the results of the research conducted, it is highly expected to pay attention to factors that can improve services and website support..

Objectives: This study aims to analyze the influence of system quality, information quality, and service quality and usage on the use of services and website support by stakeholders at Indonesian University. In addition, identifying the benefits of the services and website support that can provide satisfaction to stakeholders who use them.

Methods: This study employs a mixed-method approach to analyze key factors influencing website optimization at an Indonesian university.

Results: From the results of the questionnaire distribution, it can be seen that there are indicators that are still not appropriate because there still needs to be changes in terms of the system in order to provide the best service. In addition, in order to improve relations with customers so that they feel satisfied with the services provided by the support website.

Conclusions: This study initially planned to find out the success of a support website to support the search for solutions to the problems faced. This study reveals several important factors that can influence the success of a support website. The hypothesis of this answer is around system quality, information quality, and service quality that are significant to building customer satisfaction. This finding is consistent with previous research with the addition of benefits to be gained. Our contribution includes that system quality, information quality, and service quality have a direct impact on customer satisfaction in using a support website. This study also provides insight into areas that should be explored further by website owners in improving the application. Finally, this study is important to be continued with other studies that explore the benefits that can really strengthen relationships by increasing customer satisfaction.