DEVELOPMENT AND VALIDATION OF TIWUS: A TERTIARY INSTITUTION WEBSITE USER SATISFACTION INSTRUMENT

Authors

DOI:

https://doi.org/10.64680/jisads.v3i2.51

Keywords:

Website Quality, User Satisfaction, Factor Analysis, Website Evaluation, Tertiary institution

Abstract

Websites have become a critical tool of communication within and outside organisations. In tertiary educational establishments, websites are used to provide information to the public, process admission, course registration, and result processing, among several other uses. The intention to revisit the website is dependent on user satisfaction. There is a need for a means to measure the satisfaction level of users of a website. This study develops and validates the Tertiary Institution Website User Satisfaction (TIWUS) instrument, considering system quality, information quality, security and privacy as vital attributes to measure user satisfaction. To validate this instrument, a five-item Likert scale questionnaire with 27 items was administered to university students through Google Forms, with 350 responses accepted. A Cronbach’s alpha of 0.94 indicates a very strong internal consistency of the items, suggesting high reliability of the instrument. Factor analysis was conducted, with the Kaiser-Meyer-Olkin (KMO) Measure of Sampling Adequacy producing 0.91 to indicate the suitability of the data for factor analysis. Clarity and presentation of information were the most important dimensions to user satisfaction. The instrument developed and validated in this study can be applied to assess the perception and satisfaction level of users of a tertiary institution’s website.  Future studies may adopt TIWUS to evaluate other tertiary institutions such as polytechnics, monotechnics and colleges of education. Also, causal relationships may be investigated.

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Published

2026-01-18

Issue

Vol. 3 No. 2 (2025): Journal of Intelligent Systems and applied data science (JISADS)

Section

Research and Review articles

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Copyright (c) 2026 PIUS EJODAMEN

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