Usability and user acceptance of web site of Turkish social security institutions

Abstract

The current study examined the usability features of web site of Turkish Social Security Institutions (SSK, Emekli Sandıgı, and Bag-Kur) and individual acceptance of these e-government applications, utilizing usability evaluation method. The participants were 45 adults who are members these social security institutions, and their ages, education levels, occupations and computer skills varied. The usability study was conducted with each participant individually. It consisted of two sections. In the first section, the participants were allowed to move around web site of the social security institution and in the second section, four tasks were given them to complete. During the second section, the researcher filled an observation form. The participants’ all operations on the computer and voices were recorded. After completion of the tasks, the participants were given the instruments. The instruments were Usability Test developed by the researcher to evaluate usability of web sites, Technology Acceptance Tool adapted from the original form developed by Davis (1989) to measure users’ perceptions of usefulness and ease of use of web sites, After Scenario Questionnaire adapted from original form developed by Lewis (1991) to evaluate task specific usability of web sites, an Observation Form developed by the researcher to record the participants’ operations on the web site and a Demographic Information and Computer Experience form to gather information about the participants’ personal information and computer usage. The data analysis revealed that there is a significant relationship between Usability and Acceptance of the web sites. Also the results showed that genders of the participants do not have effect on Usability and Acceptance scores. On the other hand the participants’ education level has a significant effect on their ASQ Task 1 scores. User Experience in using web sites has a significant effect on Learnability, Satisfaction, Errors, Usability, Perceived Usefulness, Perceived Ease of Use, ASQ Task 1 and ASQ Task 2. Further, users’ computer experience has a significant effect on ASQ Task 1, ASQ Task 3, ASQ Task 4 for employee scores. Further Internet experience has a significant effect on ASQ Task 1 and ASQ Task 2 scores. Daily computer usage has a significant effect on ASQ Task 1 and ASQ Task 4 for employee scores and daily internet usage has effect on Learnability, Efficiency, Usability, ASQ Task 1, ASQ Task 2, ASQ Task 3, and ASQ Task 4 for employee scores. The observation form analysis revealed detailed information about subjects’ operations and problems in web sites. In the light of the results, usability is an important factor to make e-government services accessible for wide range of people. Administrators of e-government web sites should take into account the role of usability when making desing decision for these services.