Usability Evaluation of E-Government Using ISO 9241 and Fuzzy Tsukamoto Approach

Abstract

Usability is one of the important criteria to measure the quality of web applications. Therefore, it is pivotal to improve the usability of e-government by combining the features and attributes known to benefit the users in the context of its application. Usability is an important element that determines the success of e-government. Therefore, an approach that helps to determine the level of usability of an e-government quickly and accurately using soft computing techniques is needed. The study used the ISO 9241 and Fuzzy Tsukamoto approach to determine the level of usability of e-government. ISO 9241 was used as a standard to determine the aspects that would be used as an assessment when evaluating usability, while Fuzzy Tsukamoto was used as the calculation for automatically determining the level of usability of e-government. The aspects that are used as input variables are effectiveness, efficiency, satisfaction, and ease of use. The results of accuracy testing using RMSE (Root Means Square Error) towards 10 samples showed 90% accuracy. In addition, there are five different levels of e-government usability, very low, low, medium, high, and very high.