ANALISIS KEPUASAN PENGGUNA WEBSITE UANG KULIAH TUNGGAL (UKT) UNIVERSITAS MULAWARMAN DENGAN MODEL MCLEAN AND DELONE

Abstract

The development of website-based information systems in higher education administrative services has improved efficiency and transparency in academic management, including the Tuition Fee (UKT) Information System at Universitas Mulawarman. However, several technical and informational issues are still encountered in its implementation, potentially affecting user satisfaction. This study aims to analyze the influence of system quality, information quality, and service quality on user satisfaction with the UKT website using the DeLone and McLean (2003) model. This research employed a quantitative approach using a survey method. Data were collected from 99 students of the Faculty of Teacher Training and Education (FKIP) at Universitas Mulawarman who had used the UKT website. The sample was determined using the Slovin formula with a margin of error of 10%. Data analysis was conducted using multiple linear regression with the assistance of SPSS.The results indicate that system quality and information quality have significant positive effects on user satisfaction, while service quality does not have a significant effect. Simultaneously, all variables significantly influence user satisfaction. The coefficient of determination (R²) indicates that 47.7% of user satisfaction is explained by the model. These findings suggest that improving system performance and information accuracy is more important than service quality in enhancing student satisfaction. Therefore universities should prioritize system reliability, usability, and accurate information delivery to optimize user experience and support effective academic administrative services for students in a sustainable manner. Additionally continuous evaluation and improvement efforts are recommended to maintain system effectiveness.