Usability analysis of e-government services

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Thesis Type: Postgraduate

Institution Of The Thesis: Gazi Üniversitesi, Bilişim Enstitüsü, Turkey

Approval Date: 2014

Student: GAMZE ÖZMEN ÇOLAK

Supervisor: HACER KARACAN

Open Archive Collection: AVESIS Open Access Collection

Abstract:

Along with the development of information technologies, most of work and processes started to be done by using web services. The realization of the idea of providing government services over the internet has evolved over time. Consequently E-government Portal, which is providing a single point of access to all public services, was created. With the increase in the use of e-government services, the level of usability of ministry web sites gained importance. The aim of this study is to determine the usability degree of websites of Primeministry, Ministry of Family and Social Policies, Ministry of Interior, Ministry of National Education and Ministry of Food Agriculture and Livestock. In order to gain the necessary data, 5 similar tasks were given to users for each ministry web site. In addition, user reviews were obtained by a web site analysis and measurement survey that consists of 20 questions. Questionnaire was applied to 200 people who have different demographic profiles and results are evaluated with various statistical methods. The outcome of the evaluation process revealed that users generally get lost while using the ministry web sites and these web sites have some disturbing features for them. On the basis of these results, some suggestions have been made for improving the usability level of ministry web sites for every type of users.