Measuring Usability in Local Government’s Website: The Case of Makassar City

Andi Yani; Syntia Sarel  Wulandari; Mohamad Thahir  Haning

doi:10.26593/copar.v3i2.9394

Authors

Andi Yani Hasanuddin University, Makassar, Indonesia
Syntia Sarel Wulandari Hasanuddin University, Makassar, Indonesia
Mohamad Thahir Haning Hasanuddin University, Makassar, Indonesia

DOI:

https://doi.org/10.26593/copar.v3i2.9394

Keywords:

Digital Governance, Digital Public Services, Local Government, Makassar, Website Usability

Abstract

The advancement of e-government requires local administrations to provide digital public services that are both accessible and user-friendly. However, the quality of user experience is often overlooked, including in the case of Makassar City’s official website, makassarkota.go.id. This study aims to evaluate the usability of a website in delivering public services. A descriptive quantitative approach was employed through a survey of 100 productive-age residents of Makassar with prior experience using the website. The research instrument was developed based on Nielsen’s (1993) five usability dimensions: learnability, efficiency, memorability, errors, and user satisfaction. The findings revealed that the overall usability score was low at 44.16% (poor category). The lowest scores were recorded in the error and efficiency dimensions, reflecting frequent technical issues and inefficient navigation. These results highlight the need for improvements in website design and management to enhance the effectiveness, transparency, and public trust in digital service delivery. This study also contributes to the literature on usability in the context of local government in Indonesia and serves a reference for similar evaluations in other areas.

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