Title: Website characteristics and web users' satisfaction in a higher learning institution

Authors: Kian Guan Lee; Chin Wei Chong; T. Ramayah

Addresses: Graduate School of Management, Multimedia University, Persiaran Mualtimedia, 63100, Cyberjaya, Selangor, Malaysia ' Graduate School of Management, Multimedia University, Persiaran Mualtimedia, 63100, Cyberjaya, Selangor, Malaysia ' School of Management, Universiti Sains Malaysia, Minden, 11800 Penang, Malaysia; UTM International Business School (UTM-IBS), Level 10, Menara Razak, Universiti Teknologi Malaysia Kuala Lumpur, Jalan Sultan Yahya Petra (Jalan Semarak), 54100 Kuala Lumpur, Malaysia

Abstract: This paper aims to identify the characteristics of higher learning institution websites that will affect student satisfaction in Malaysian context. It develops one research model concerned with the determinants of higher learning institution website towards student satisfaction based on end-user computing instrument (EUCI) model. It was found that web presence, visual design and navigation design in higher learning institution website play a major role in creating satisfaction when using the website. This study contributes to academia as it tries to fulfil the gap in the area of higher learning institution website characteristics which is rather limited and unexplored in previous literature. The findings of this study can shed a light to higher learning website designer on factors or characteristics to focus on when designing the website. This research proves that findings on e-commerce website are also applicable in higher learning institution websites.

Keywords: higher education institutions; HEIs; internet; website characteristics; user satisfaction; web users; student satisfaction; Malaysia; web presence; visual design; navigation design; website design.

DOI: 10.1504/IJMIE.2017.084926

International Journal of Management in Education, 2017 Vol.11 No.3, pp.266 - 283

Received: 14 Jan 2016
Accepted: 20 Jun 2016

Published online: 09 Jul 2017 *

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