Analysis of Website Quality on User Satisfaction, a study on the DigiExpert Platform at Telkom Corporate University
Nabila Junviani (a), Indrawati (b)

Telkom University
Faculty of Economics and Business, Bandung, Indonesia

Abstract

Digital transformation is a significant evolution that leverages available resources, including existing digital technologies. As the emphasis on digital technology increases, digital transformation becomes an inevitable phenomenon. Telkom Indonesia is pursuing digital transformation through the creation of a web-based collaboration and expert management platform called DigiExpert. Currently in its introductory phase, DigiExpert is adapting to the new market landscape with approximately 1700 users, primarily from the Telkom Group. This study aims to assess the quality of the DigiExpert website, a part of Telkom Indonesia^s digital transformation efforts, and its impact on user satisfaction at Telkom Corporate University. Using a quantitative approach and WebQual 4.0 method, along with VISAWI for visual quality assessment, the study reveals positive perceptions of the DigiExpert website^s quality among respondents. Variables like usability, information quality, service quality, and visual quality have a significant positive influence on user satisfaction, both individually and collectively. These findings not only serve as a guide for future researchers but also offer valuable insights for companies seeking to improve their corporate website quality and set benchmarks for other businesses.

Keywords: Digital Transformation, DigiExpert, User Satisfaction, Website Quality, WebQual 4.0

Topic: New Media: Impacts, Benefits, and Barriers