Usability Evaluation of University Websites: A Mixed-Methods Case Study from a Multi-Stakeholder Perspective

This study evaluates the usability of a state university website using a mixed-methods approach that integrates quantitative and qualitative evidence to provide a comprehensive understanding of user experiences. A total of 60 participants (students, academic staff, and administrative staff) completed five representative tasks and responded to the Turkish System Usability Scale (SUS-TR), while qualitative data were gathered through open-ended questions and observational notes. Quantitative findings indicated a good level of perceived usability (SUS-TR: M = 76.46) together with strong task performance (overall success rate = 86.3% and mean completion time = 44 s). Between-group analyses also revealed meaningful differences across age cohorts: Generation Z reported lower usability perceptions and showed a greater tendency to abandon the website and rely on external platforms (e.g., search engines or social media) when information was difficult to locate. Qualitative thematic analysis highlighted recurring usability barriers related to navigation complexity, ineffective internal search, and content structure/placement, helping to explain observed delays and external resource usage. Based on the integrated findings, recommendations include simplifying navigation structures, improving site-wide search (including common abbreviations), reorganizing content in line with user expectations, and considering supportive features such as a chatbot for frequently sought information. Overall, the study emphasizes the importance of user-centered design in higher education websites and demonstrates how generational differences can shape online interaction behaviors and usability outcomes.