User Satisfaction Analysis of the Regular Live Unpad Learning Management System Website with Webqual 4.0 and Importance Performance Analysis Methods

Background: Since the onset of the COVID-19 pandemic, educational institutions, including Universitas Padjadjaran (Unpad), have increasingly utilized Learning Management Systems (LMS) like Regular LiVE Unpad to facilitate remote learning. Despite its continued post-pandemic usage, there is a notable absence of user satisfaction surveys conducted on this LMS at Unpad. Objectives: In response to this gap in evaluation, the author conducted research aimed at identifying areas for improvement on the Regular LiVE Unpad LMS website. This research specifically focused on three dimensions of Webqual 4.0: usability, information quality, and service interaction quality. Methods: The research methodology involved distributing questionnaires to users of Regular LiVE Unpad to assess their satisfaction levels and to pinpoint indicators requiring enhancement. A gap analysis was employed to compare the importance score (3.13) with the performance score (2.73), indicating areas where user expectations were not being fully met. Results: The findings revealed that the LMS, as indicated by the gap analysis results, falls short of achieving user satisfaction, with the average importance score exceeding the average performance score. This discrepancy underscores the need for improvements in various aspects of the LMS. Conclusions: Based on the Importance Performance Analysis, several recommendations were identified to enhance user satisfaction with the Regular LiVE Unpad. These recommendations include implementing real-time notifications, integrating live chat features, and incorporating comment sections directly within the course interface. These enhancements are crucial for aligning the LMS with user expectations and improving overall satisfaction levels.