User’s Perspective of Web-based Portal in an Education Institution: Input for Enhanced Web-based Services

Abstract

This research focused on identifying the problems with the current Web-based portal of the University, particularly the learning management system, from the students' and faculty members' viewpoints. The study also determined the quality of information and the system's usability, responsiveness, attractiveness, and overall satisfaction as perceived by the users. Finally, the researcher assumes that the recommendations derived from this study shall resolve the identified problems and enhance the existing web-based services of the University.

The study used descriptive and inferential research methods to identify the problems encountered by the web portal users, determine the level of the identified problems and recommend possible solutions.

The study revealed that compared to students, the teachers are more affected by portal services. The users identified responsiveness as a moderate problem due to a lack of assurance in solving problems, especially in upgrading the system. The accessibility of the respondents is limited when it comes to interactivity and availability of the portal. The portal's system is unstable, which makes both respondents feel unattracted to the existing web portal. The users perceived a moderate problem in the aspect of overall satisfaction. The lack of high appreciation on the users' part regarding the portal's capability was due to the failure to provide a better online experience. The technology administrator must conduct a need analysis to develop a more suitable learning management system platform.

It is recommended that the University evaluate the current performance of the web services. They should adopt the researchers' feedback mechanism model to monitor and measure system performance. This model consists of the following stages: (1) Development and installation of feedback mechanism, (2) processing and validation feedback, (3) development of solutions, (4) implementation of improvements, and (5) continuous monitoring and upgrading.