Assessing the Service, Information, and Website Quality of the Opera Student Information System at the University of Business and Technology (UBT)

This paper evaluates the service quality of the Opera website, which is a student information system that provides a variety of e-services to both students and faculty at the University of Business and Technology (UBT), Saudi Arabia. The purpose of this evaluation is to improve the service quality of the Opera website and to ensure that Opera users are satisfied with the service they receive. In this evaluation, a questionnaire with two sections (Importance and Performance) for 22 item statements based on six key dimension criteria and their associated indicators derived from the ISO 9126/2 standard was printed and distributed to 512 random samples. The reliability of the questionnaire was then evaluated using Cronbach’s alpha, and the service quality of the Opera website was evaluated using SERVPERF Model and Importance – Performance Analysis. According to the results, users of the Opera website are satisfied with the overall service quality and consider the website to be user-friendly. In contrast, while using Opera, they occasionally encounter inaccurate results and technical difficulties.