Usability and credibility of e-government websites |
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| Institution: | 1. School of Computer Science, Shaanxi Normal University, Xi''an, China;2. Telfer School of Management, University of Ottawa, 55 Laurier Avenue East, Ottawa, ON K1N 6N5, Canada;1. School of Public Affairs and Administration, Rutgers University, Newark, New Jersey, USA;2. School of Management, New Jersey Institute of Technology, Newark, New Jersey, USA;3. School of Public Affairs and Administration, Rutgers University, Newark, New Jersey, USA;1. Political Science and Public Administration Department, Middle East Technical University, Universiteler Mah. Inonu Bulvari No:1, Ankara 06800, Turkey;2. Center for Science, Technology and Environmental Policy Studies, School of Public Affairs, Arizona State University, 411 N Central Avenue, Suite 400, Phoenix, AZ 85004-0687, USA |
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| Abstract: | Albeit e-government has seen a steady growth, it can still benefit from a better user engagement, and usability and credibility are believed to be among the factors that influence such engagement. This paper presents an empirical study that evaluates the usability and credibility of current e-government websites and looks at user performance while using these websites. The study is based on a heuristic evaluation which aims to capture users' perception of usability and credibility. Our results show a close correlation between usability and credibility, as e-government websites with a high usability were perceived as having higher credibility, and vice versa. A number of usability and credibility weaknesses were identified on our sample of e-government websites. |
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