Testing Information and System Quality, and Service Quality of Online Tutors: The Instrument for Improving Student Satisfaction in Online Tutorials

Universitas Terbuka (Open University) or UT designs online tutorials made available in a web- based platform via the Internet to optimize learning experience and foster academic growth. As student satisfaction is key to quality assurance, improving its user satisfaction is a priority for UT. This has made it necessary for an instrument to evaluate the satisfaction of online-tutorial users in terms of its qualities of system, information and tutors. This study aims to examine this instrument in which evidence regarding system, information and tutor variables associated with student satisfaction is discussed. To this end, 100 student respondents attending online tutorials in 2018.2 are engaged in a survey research from which data is drawn. The qualities of system, information and tutors are found to fit into high-degree categories, indicating favorable reviews from the respondents. All variables show positive and significant effects (both partial and simultaneous) on student satisfaction, particularly tutor service qualities, which tend to show the strongest relationship with student satisfaction. This pattern of empirical relationship reveals that the degree of system, information and tutor service qualities defines that of student satisfaction in online tutorial. Settling on a scheme that attests to consistency in these qualities and addresses areas for improvement is therefore prerequisite for academic and institutional milestone, most particularly in the area of tutor service.