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


  • Vivin Ayu Lestari, Faculty of Computer Science, Brawijaya University
  • Ismiarta Aknuranda Faculty of Computer Science, Brawijaya University
  • Fatwa Ramdani Faculty of Computer Science, Brawijaya University


Usability, E-Government, ISO 9241, Fuzzy Tsukamoto,


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.


H. Al-Nuaim, “An Evaluation Framework for Saudi E-Government,” J. E-Government Stud. Best Pract., vol. 2011, pp. 1–12, 2011.

V. Venkatesh, H. Hoehle, and R. Aljafari, “A usability evaluation of the Obamacare website,” Gov. Inf. Q., vol. 31, no. 4, pp. 669–680, 2014.

J. Offutt, “Quality Attributes of Web Software Applications,” IEEE Softw., vol. 1, no. April, pp. 25–32, 2002.

ISO 9241-11, Ergonomic requirements for office work with visual display terminals (VDTs) - part 11: guidance on usability, no. 2. 1998.

H. Yahya and R. Razali, “A usability-based framework for electronic government systems development,” ARPN J. Eng. Appl. Sci., vol. 10, no. 20, pp. 9414–9423, 2015.

A. Dix, J. Finlay, G. D. Abowd, and R. Beale, Human-Computer Interaction, vol. Third, no. January. 2004.

E. Chang and T. S. Dillon, “A usability-evaluation metric based on a soft-computing approach,” IEEE Trans. Syst. Man, Cybern. Part ASystems Humans, vol. 36, no. 2, pp. 356–372, 2006.

T. Scheller and E. Kühn, “Automated measurement of API usability: The API Concepts Framework,” Inf. Softw. Technol., vol. 61, pp. 145– 162, 2015.

E. T. Hvannberg, E. L. C. Law, and M. K. Lárusdóttir, “Heuristic evaluation: Comparing ways of finding and reporting usability problems,” Interact. Comput., vol. 19, no. 2, pp. 225–240, 2007.

B. Laugwitz, T. Held, and M. Schrepp, “Construction and Evaluation of a User Experience Questionnaire,” HCI Usability Educ. Work, pp. 63–76, 2008.

L. V. Casaló and J. Cisneros, “An empirical test of the multiplicative effect of usability on consumer trust and satisfaction,” Proc. - Int. Work. Database Expert Syst. Appl. DEXA, pp. 439–443, 2008.

P. Tripathi, M. Pandey, and D. Bharti, “Towards the identification of usability metrics for academic web-sites,” 2010 2nd Int. Conf. Comput. Autom. Eng. ICCAE 2010, vol. 2, pp. 393–397, 2010.

V. A. Lestari, I. Aknuranda, and M. A. Putri, “Usability Evaluation of E-Government : A Case Study of E-Finance,” Manuscr. Submitt. Publ., 2016.

K. Puri and S. K. Dubey, “Analytical and Critical Approach for Usability Measurement Method,” Interbational Conf. Comput. Sustain. Glob. Dev., pp. 4045–4050, 2016.

T. M. Khoshgoftaar and E. B. Allen, “Prediction of software faults using fuzzy nonlinear regression modeling,” Proceedings. Fifth IEEE Int. Symp. High Assur. Syst. Eng. (HASE 2000), pp. 281–290, 2000.

S. Bandyopadhyay, H. Mistri, P. Chattopadhyay, and B. Maji, “Antenna array synthesis by implementing non-uniform amplitude using Tsukamoto fuzzy logic controller,” Proc. 2013 Int. Conf. Adv. Electron. Syst. ICAES 2013, pp. 19–23, 2013.

B. M. Gayathri and C. P. Sumathi, “Mamdani fuzzy inference system for breast cancer risk detection,” 2015 IEEE Int. Conf. Comput. Intell. Comput. Res. ICCIC 2015, 2016.

A. Rana, S. K. Dubey, and A. Rana, “Usability Evaluation of Object Oriented Software System using Fuzzy Logic Approach Usability Evaluation of Object Oriented Software System using Fuzzy Logic Approach,” vol. 43, no. June 2016, pp. 1–6, 2012.

L. a. Zadeh, “Fuzzy sets,” Inf. Control, vol. 8, no. 3, pp. 338–353, 1965.

A. N. Isizoh, S. O. Okide, A. E. Anazia, and C. D. Ogu, “Temperature Control System Using Fuzzy Logic Technique,” Int. J., vol. 1, no. 3, pp. 27–31, 2012.

R. Kumar and T. Pathinathan, “Sieving out the poor using fuzzy decision making tools,” Indian J. Sci. Technol., vol. 8, no. 22, 2015.

Z. Salleh, M. Sulaiman, and R. Omar, “Tuning Fuzzy Membership Functions to Improve Performance of Vector Control Induction Motor Drives,” J. Telecommun. Electron. Comput. Eng., vol. 8, no. 2, pp. 1– 4, 1843.

Y. Jin, Advanced Fuzzy Systems Design and Applications. 2003.

R. B. Vargas and P. Gourbesville, “Deterministic Hydrological Model for Flood Risk Assessment of Mexico City,” in Advances in Hydroinformatics, no. September, 2015, pp. 197–206.




How to Cite

Lestari, V. A., Aknuranda, I., & Ramdani, F. (2017). Usability Evaluation of E-Government Using ISO 9241 and Fuzzy Tsukamoto Approach. Journal of Telecommunication, Electronic and Computer Engineering (JTEC), 9(2-8), 153–157. Retrieved from

Most read articles by the same author(s)