Development Framework for the Evaluation of Usability in E-Government: A Case Study of E-Finance Government of Malang


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



E-government is an effort to utilize information and communication technology especially internet to improve public service quality which generally implemented in a web based application. Usability is one of the important quality criteria for the success of a web. In this study we developed a framework for evaluation of usability in e-government consisting of  eight stages: (1) determining the evaluation objectives, (2) determining the usability aspects, (3) determining the metrics usability, (4) selecting usability evaluation method candidates, (5) determining the required criteria of the method to be evaluated, (6) evaluating the method, (7) selecting and making the instrument, and (8) evaluate usability.. The results of the application of this framework in the case study of e-finance resulted in two methods used: user testing and questionnaires. The evaluation of usability in e-government for e-finance case studies using the proposed framework results in usability level of e-finance in terms of effectiveness, efficiency, and user satisfaction are 96%, 92%, and 70 respectively. Which can be identified to be grouped into 16 problems consisting of aspects of effectiveness and efficiency.


G. Yanqing, “E-government: Definition, goals, benefits and risks,†2010 Int. Conf. Manag. Serv. Sci. MASS 2010, pp. 9–12, 2010.

M. A. Awan, “Dubai e-Government: An Evaluation of G2B Websites,†J. Internet Commer., vol. 6, no. 3, pp. 75–89, 2007.

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.

“Instruksi Presiden Republik Indonesia Tentang Kebijakan dan Strategi Nasional Pengembangan E-Goverment,†2003.

United Nations Department of Economic and Social Affairs, UN E-government survey 2016. E-Government in Support of Sustainable Development. New York, 2016.

KEMKONINFO, “Pemeringkatan E-Government Indonesia (PeGI),†2014. [Online]. Available: [Accessed: 10-May-2017].

Departemen Komunikasi dan Informatika, “Cetak Biru ( Blueprint) Sistem Aplikasi E-Government Bagi Lembaga Pemerintah Daerah,†Jakarta, 2004.

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

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

Y. Ichsani, “Pengembangan Framework Mengukur Usability dan Accessibility pada Situs-Situs Web E-Government Provinsi di Indonesia,†Institut Pertanian Bogor (IPB) Indonesia. Thesis. 2012.

K. Karunasena and H. Deng, “A Conceptual Framework for Evaluating the Public Value of e-Government : A Case Study from Sri Lanka,†Australas. Conf. Inf. Syst., 2009.

L. Hasan, A. Morris, and S. Probets, “E-commerce websites for developing countries – a usability evaluation framework,†Online Inf. Rev., vol. 37, no. 2, pp. 231–251, 2013.

R. Van Der Merwe and J. Bekker, “A framework and methodology for evaluating e-commerce Web sites,†Internet Res. Electron. Netw. Appl. Policy, vol. 13, no. 5, pp. 330–341, 2003.

A. Dix, J. Finlay, G. D. Abowd, and R. Beale, Human Computer Interaction, Third Edit., vol. 48, no. 5. England, 2004.

J. Nielsen, “Usability 101: Introduction to Usability,†Nielsen Norman Group, 2012. [Online]. Available: [Accessed: 10-Apr-2017].

T. Tullis and B. Albert, Measuring the User Experience Collecting, Analyzing, and Presenting Usability Metrics. 2013.

A. Saleh, R. B. Isamil, and N. B. Fabil, “Extension Of Pacmad Model For Usability Evaluation Metrics Using Goal Question Metrics ( GQM ) Approach,†J. Theor. Appl. Inf. Technol., vol. 79, no. 1, pp. 90–100, 2015.

M. N. Mahrin, P. Strooper, and D. Carrington, “Selecting Usability Evaluation Methods for Software Process Descriptions,†Softw. Eng. Conf. 2009. APSEC ’09. Asia-Pacific, pp. 523–529, 2009.

A. Fernandez, E. Insfran, and S. Abrahao, “Usability evaluation methods for the web: A systematic mapping study,†Inf. Softw. Technol., vol. 53, no. 8, pp. 789–817, 2011.

F. Paz and J. A. Pow-Sang, “Current Trends in Usability Evaluation Methods: A Systematic Review,†2014 7th Int. Conf. Adv. Softw. Eng. Its Appl., pp. 11–15, 2014.

F. Paz and J. A. Pow-Sang, “A Systematic Mapping Review of Usability Evaluation Methods for Software Development Process,†Int. J. Softw. Eng. its Appl., vol. 10, no. 1, pp. 165–178, 2016.

Jeff Sauro, “What is A Good Task Completion Rate?,†2011. [Online]. Available: [Accessed: 20-Apr-2017].

A. Bangor, P. Kortum, and J. Miller, “Determining what individual SUS scores mean: Adding an adjective rating scale,†J. usability Stud., vol. 4, no. 3, pp. 114–123, 2009.




How to Cite

Lestari, V. A., Aknuranda, I., & Ramdani, F. (2017). Development Framework for the Evaluation of Usability in E-Government: A Case Study of E-Finance Government of Malang. Journal of Information Technology and Computer Science, 2(2).