Framework Development to Measure Usability and Accessibility on the e-Government Websites of Indonesia Provinces

Abstract

Every website includes government websites (province, city/county) should be user friendly or easy to use by users of different abilities. Therefore, ease of use factors on website for general user (known as usability) and for people with disabilities (known as accessibility) are important to improve public services quality effectively and efficiently. This paper conducted usability and accessibility evaluation to 31 Indonesian provinces active websites. The usability evaluation method of provinces websites is direct user observation method with 31 respondents and uses several parameters such as total time in seconds, total steps, success level, respond time, and type of responder. The accessibility evaluation was held on provinces websites by using Web Content Accessibility Guidelines (WCAG) 2.0 standards. The result showed that in term of usability, Jambi Province has the highest rank and Nusa Tenggara Barat Province has the lowest rank. The evaluation also found that Indonesia province websites still have low responsiveness due to the lack of feedback sent to answer the respondent’s questions. In this paper, think out loud method also can be used to measure respondent’s satisfaction and the evaluation result showed that all provinces websites have negative responds dominantly. In term of accessibility, Jawa Barat and DI Yogyakarta have the highest rank, Sumatera Utara and Sumatera Barat have the lowest rank. The result of correlation test using Pearson Product Moment shows that usability and accessibility evaluations have low correlation to each other, its means that an accessible website cannot also be concluded as usable website. The research recommends reducing submenus that should be clicked, using dropdown form to open the main menus, and providing an effective search engine in every web page, etc, to improve public services quality effectively and efficiently. To improve accessibility performance, the recommendations are provide and improve the facilities on WCAG 2.0 success criteria that cannot be fulfilled yet based on the accessibility evaluation results.