Service quality model analysis on the acceptance of information system users’ behavior

Rina Fiati, Widowati Widowati, Dinar Mutiara Kusumo Nugraheni


Website technology have created both opportunities and challenges for higher education. Information systems as online learning medium need to pay attention to access, quality and user needs in order to improve the quality of e-learning services. The research objective is to determine user acceptance of the system. The service quality method as identification in solving problems. The research focus on the analysis of five dimensions namely measurable, reliability, responsiveness, assurance and empathy. The research was conducted at the research college at Muria Kudus University. The results state that the assessment model of a system on the website can be completed properly. The level of effectiveness is carried out with respondents as users through the distribution of questionnaires. The results of the analysis with a statistical correlation performance test of 0.985 were declared accepted with a validity level of 97% indicating that the success of the system implemented was from the acceptance side. The higher the empathy with service quality and performance expectations, the greater the student's intention to receive online education services. This research is a reference for developing information systems on e-learning.


E-learning; Information; Service quality; System; Technology

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