This paper aims at designing a website prototype of service satisfaction assessment in a higher education institution based on human-computer interaction principles. Twenty students in this study conduct two assignments. The methods are think-aloud and measurements of performance indicators by ISO 9241-11, namely effectiveness, efficiency, and satisfaction. The effectiveness of initial design task 1 was 78% and increased to 85% on a new design; task 2 on the initial design was 85% and increased slightly to 88% on the proposed design. Efficiency indicators are calculated using a time-based efficiency equation. The average time on-task 1 was 204.92 seconds for the initial design and 130.11 seconds for the proposed design. The average time for completing task 2 was 117.3 seconds for the initial design and 70.51 seconds for the proposed design. Both task 1 and task 2 show a decrease in task completion time. Indicator of satisfaction using the PSSUQ questionnaire with the satisfaction rate was 63.3% and increased to 84.5% in the proposed design.

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