Vol.8 (2018) No. 4-2 ISSN: 2088-5334 Evaluation of Malaysian Universities Websites based on Quality in Use Evaluation Model Nedal Nwasra # , Nurlida Basir # , Mohd Fadzli Marhusin # # Universiti Sains Islam Malaysia (USIM), Faculty of Science and Technology, Nilai 71800, Malaysia E-mail: nedal.nw@gmail.com, {nurlida,fadzli}@usim.edu.my Abstract— Quality-in-Use (QinU) is one of the critical quality factors in measuring website quality. Most existing studies on measuring website quality only focuses on evaluating quality from the user point of view but not on the similarities and the differences between the users and decision-makers perspective. Different stakeholders have a different preference in term of quality aspects that are important. The objective of this study is to analyze the quality aspects of the websites from different stakeholders’ perspectives and rank the websites based on the results. In this study, we develop a Quality-in-Use Evaluation Model (QinUEM) to identify the quality aspects' priorities. Two quantitative approaches were used for this purpose. The first was a Multi-Criteria Decision Making (MCDM) approach using the Fuzzy Analytic Hierarchy Process (FAHP) method to determine the priority and the weight of each quality aspect from the users’ viewpoint. Then the statistical analysis was used to determine the priority of the same quality aspect from the developers’ perspective. To evaluate the model, we conducted a survey. The respondents of the survey were the students (users) and developers (decision-makers) from six Malaysian universities with 486 numbers of questionnaires been distributed. Based on the results, it shows users (students) prefer Functional Quality rather than Content and Appearance Qualities while the decision makers (developers) favor on Content rather than Appearance and Functional Qualities. These results show different viewpoint and priority in quality aspects needed for users and decision-makers. Based on the results we then used the QinUEM to rank the universities websites according to the defined QinU. Keywords—quality evaluation; web application; quality-in-use; MCDM; FAHP; ISO/IEC standard. I. INTRODUCTION Websites are playing a primary role in diverse application domains such as business, education, entertainment, and industry in order to promote and share information to viewers. As a result, the quality of these websites is of high importance, since the end users' demands are also increased in parallel. Evaluating these sites have become more complex and multi-dimensional. Therefore, it is important to understand the quality dimensions of websites [1]. Recently most of the researches on web quality stated that Quality-in- Use (QinU) is considered to be the most important factor that has been accepted in software application [2]. According to ISO/IEC 25010 standards, QinU represents the users' viewpoint of software quality [3]. The literature reveals that numerous studies have identified various methods to evaluate the QinU. Although these studies assessed the quality from the users' perspective, they did not mention which quality aspect was more important to end- users, and whether the decision-maker shared the end-users’ view or if they have their views on quality aspects. Studies, such as [4]-[12] evaluated educational website quality using different approaches, without identifying the similarities and the differences between students and decision-makers’ perspectives on educational website quality aspects. In this study, QinUEM represented three quality aspects as demonstrated in Figure 1. Fig. 1. The quality aspects of QinUEM (Updated from [13]) There are three (3) categories of QinU as follows: Functional quality (FQ): contains attributes, which related to web application functionality such as navigational links, search, security, and others. 1417