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All Journal Contemporary Public Administration Review (CoPAR)
Wulandari, Syntia Sarel
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Social Sciences

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Measuring Usability in Local Government’s Website: The Case of Makassar City Yani, Andi; Wulandari, Syntia Sarel; Haning, Mohamad Thahir
Contemporary Public Administration Review Vol. 3 No. 2 (2026): Contemporary Public Administration Review (CoPAR)
Publisher : Department of Public Administration, Parahyangan Catholic University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26593/copar.v3i2.9394

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.
Co-Authors Haning, Mohamad Thahir Yani, Andi