Page 1 – 19 | Muslim Diekola Akanmu, Ahmad Yusni Bahaudin
With the advent of many applications on web, students have been equipped with new tools that support interactivity and personalization. Unarguably, portals are among one of the important advancements in this present digital age. This paper therefore aimed to examine the factors affecting student satisfaction with university portal. The factors investigated are: system quality, information quality, user ability and services availability. A self-completion questionnaire was constructed and administered to a sample of 170 students in several faculties. Regression and correlation analysis were employed to determine the relationships and find out which of the factors had the strongest explanatory power. The outcome revealed that service availability, information quality and system quality affect student satisfaction with major determinant happened to be service availability. The respondents used in this study are students; future studies can extend the research to lecturer, both academic and non-academic staff. These results were explained using cultural perspective. Understanding the expectations of the students has positive effects on the performance of the university and increases their satisfaction. This paper also contributes to the current literature by discussing its implications on both researchers and practitioners. The result of this study in the case of user ability posits that cultural education affects satisfaction of students using university portal. Therefore, decision and policy makers should shift their focus on continuous introducing of new services in order to satisfy the students’ needs.
Keywords: Service Quality, User Ability, Student Satisfaction, Service Availability, Information Quality