User Experience: Website Quality and Satisfaction of Low Vision Disabilities
DOI:
https://doi.org/10.21580/wjit.2025.7.1.20928Keywords:
service quality, user experience, user satisfaction, website, low vision disabilityAbstract
This study examines the relationships among service quality, user experience, and user satisfaction in website-based academic support services for low vision students at the Disability Service Center of Universitas Brawijaya. The study aims to evaluate how service quality is related to user experience and user satisfaction and to examine the role of user experience in the relationship between service quality and user satisfaction. Data were collected using a five-point Likert-scale questionnaire from respondents involved in the academic support process and analyzed using validity and reliability testing, classical assumption tests, regression analysis, and mediation analysis. The findings indicate positive and statistically significant relationships among service quality, user experience, and user satisfaction, while user experience also demonstrates a mediating role in the relationship between service quality and user satisfaction. These findings provide an empirical basis for understanding how service quality and user experience are associated with user satisfaction in website-based academic support services and highlight the importance of considering accessibility and user experience in services for low vision students.
Downloads
References
Ahmad, S., & Dhoon, M. (2024). User experience of using e-government applications and its impact on user satisfaction: case of Jordan. International Journal of Procurement Management, 19(3), 386–412. https://doi.org/10.1504/IJPM.2024.137147
Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 31(3–4), 342–352. https://doi.org/10.1080/14783363.2018.1427501
Gardner, P. (2009). Bringing User Experience to Healthcare Improvement: The Concepts, Methods and Practices of Experience-based Design. Health & Social Care in the Community, 17(5), 533–534. https://doi.org/10.1111/j.1365-2524.2009.00883_4.x
Guo, Q., Yang, X., & Xie, H. (2024). The impacts of mountain campsite attributes on tourists’ satisfaction and behavioral intentions: The mediating role of experience quality. Journal of Destination Marketing & Management, 32, 100873. https://doi.org/10.1016/j.jdmm.2024.100873
Hsu, C.-L. (2024). Does a gamified website matter? An extended UTAUT model with regulatory fit, user experience, engagement, and attitudes. Entertainment Computing, 50, 100658. https://doi.org/10.1016/j.entcom.2024.100658
Khamaj, A., & Ali, A. M. (2024). Adapting user experience with reinforcement learning: Personalizing interfaces based on user behavior analysis in real-time. Alexandria Engineering Journal, 95, 164–173. https://doi.org/10.1016/j.aej.2024.03.045
Kumar, A., Bala, P. K., Chakraborty, S., & Behera, R. K. (2024). Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services. Journal of Retailing and Consumer Services, 76, 103586. https://doi.org/10.1016/j.jretconser.2023.103586
Mamakou, X. J., Zaharias, P., & Milesi, M. (2024). Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience. International Journal of Quality & Reliability Management, 41(3), 915–943. https://doi.org/10.1108/IJQRM-07-2021-0215
Pang, H., & Zhang, K. (2024). Determining influence of service quality on user identification, belongingness, and satisfaction on mobile social media: Insight from emotional attachment perspective. Journal of Retailing and Consumer Services, 77, 103688. https://doi.org/10.1016/j.jretconser.2023.103688
Raajpoot, N. (2004). Reconceptualizing Service Encounter Quality in a Non-Western Context. Journal of Service Research, 7(2), 181–201. https://doi.org/10.1177/1094670504268450
Zhang, Y., Liang, C., & Li, X. (2024). Understanding virtual agents’ service quality in the context of customer service: A fit-viability perspective. Electronic Commerce Research and Applications, 65, 101380. https://doi.org/10.1016/j.elerap.2024.101380
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Walisongo Journal of Information Technology
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
The copyright of the received article shall be assigned to the journal as the publisher of the journal. The intended copyright includes the right to publish the article in various forms (including reprints). The journal maintains the publishing rights to the published articles. Authors are allowed to use their articles for any legal purposes deemed necessary without written permission from the journal with an acknowledgment of initial publication to this journal.
Licensing
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
