Development of a postgraduate-management website in a higher-education institution to enhance user experience


  • Juan Carlos Guzman-Pito
  • Geovanni Hernandez-Gomez
  • Eduardo Cabal-Yepez
  • Luis Manuel Ledesma-Carrillo



website, user experience, higher education, usability, e-service quality


The University of Guanajuato keeps a website for postgraduate course administration. However, because the website was created in 2010, it currently has a number of issues that limit the user experience. Among the website's most serious drawbacks, they point out that the website is not responsive, which means that visitors cannot navigate using mobile devices. Furthermore, the administrators believe that the website's design is unattractive and are taking steps to improve its appearance. The goal of this project is to create a website for the University of Guanajuato's postgraduate management that is based on the digital quality evaluation model "e-GovQual," specifically in two dimensions: efficiency and reliability, with the goal of improving the site's usability and, as a result, its performance.


Ali, H. (2018). Measurement of e-services quality: an empirical study of University of Bahrain. Education and Information Technologies (Vol. 24). Springer Science and Business Media LLC.

Dangaiso, P., Makudza, F., & Hogo, H. (2022). Modelling perceived e-learning service quality, student satisfaction and loyalty. A higher education perspective. Cogent Education (Vol. 9). Informa UK Limited.

Durachman, Y., Nuryasin, Harahap, D., Rodoni, A., Faisal Bakti, A. M., & Mansoer, M. (2020). Analysis of Factors That Affect the Quality of E-Government Services: A Case Study in Ombudsman of the Republic of Indonesia. 2020 8th International Conference on Cyber and IT Service Management (CITSM). IEEE.

INEGI. Encuesta Nacional de Calidad e Impacto Gubernamental (ENCIG), 2019

INEGI, Encuesta Nacional sobre Disponibilidad y Uso de Tecnologías de la Información en los Hogares (ENDUTIH), 2020

Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2007). WebQual: An Instrument for Consumer Evaluation of Web Sites. International Journal of Electronic Commerce (Vol. 11). Informa UK Limited.

Monteiro, M., Vasconcelos, L., Viterbo, J., Salgado, L., & Bernardini, F. (2021). Assessing the Quality of Local E-Government Service Through Citizen-Sourcing Applications. 2021 IEEE 24th International Conference on Computer Supported Cooperative Work in Design (CSCWD). IEEE.

Muhammad, N. S., Sujak, H., & Rahman, S. A. (2016). Buying Groceries Online: The Influences of Electronic Service Quality (eServQual) and Situational Factors. Procedia Economics and Finance (Vol. 37). Elsevier BV.

Patton, J. (2014). User Story Mapping. Sebastopol, CA: O’Reilly Media.

Pilone, D. (2008). Head First Software Development. Sebastopol, CA: O’Reilly Media.

Puron-Cid, G., Luna, D. E., Picazo-Vela, S., Gil-García, J. R., Sandoval-Almazan, R., & Luna-Reyes, L. F. (2022). Improving the assessment of digital services in government websites: Evidence from the Mexican State government portals ranking. Government Information Quarterly (Vol. 39). Elsevier BV.

Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal (Vol. 32). Emerald.

Sá, F., Rocha, Á., & Pérez Cota, M. (2016). From the quality of traditional services to the quality of local e-Government online services: A literature review. Government Information Quarterly (Vol. 33). Elsevier BV.

Schwaber, K., & Sutherland, J. (2020). The 2020 Scrum GuideTM. Retrieved from The 2020 Scrum GuideTM:

Sumi, R. S., & Kabir, G. (2021). Satisfaction of E-Learners with Electronic Learning Service Quality Using the SERVQUAL Model. Journal of Open Innovation: Technology, Market, and Complexity (Vol. 7). Elsevier BV.




How to Cite

Guzman-Pito, J. C., Hernandez-Gomez, G., Cabal-Yepez, E., & Ledesma-Carrillo, L. M. (2023). Development of a postgraduate-management website in a higher-education institution to enhance user experience. South Florida Journal of Development, 4(5), 1964–1980.