Metode Partial Least Square-Structural Equation Modeling (PLS-SEM) dalam Analisis Kepuasan Mahasiswa Universitas Sumatera Utara terhadap Layanan SATU USU

Abstract

SATU USU is a platform that integrates various digital services at Universitas Sumatera Utara into a single portal, facilitating students in accessing academic and administrative information. Student satisfaction with the quality of this information system service is a crucial indicator in assessing the effectiveness and efficiency of the provided services. This study aims to analyze student satisfaction at Universitas Sumatera Utara regarding SATU USU services and identify the significant influencing factors. This research is quantitative, with data collected through a questionnaire in the form of a Google Form. The study measures the quality of SATU USU services using a modified WebQual 4.0 model. Data analysis is conducted using the Partial Least SquareStructural Equation Modeling (PLS-SEM) method to examine complex relationships among latent variables and identify factors affecting student satisfaction. The results of this study show an R2 value of 0.817, indicating that the research model variables comprising usability, information quality, service interaction quality, and trust can explain 81.7% of student satisfaction effectively. The analysis also reveals that variables usability, service interaction quality, and trust significantly influence user satisfaction in using SATU USU among Universitas Sumatera Utara students. Meanwhile, variable information quality does not significantly affect user satisfaction in using SATU USU