Usability Evaluation of the SanguPalu E-Government Mobile Application Using PSSUQ and UMUX: a Case Study in Palu

Mohammad Hikmal Naki; Deny Wiria Nugraha

doi:10.34148/teknika.v15i1.1417

Authors

Mohammad Hikmal Naki Information System Study Program, Tadulako University, Palu, Central Sulawesi, Indonesia
Deny Wiria Nugraha Information Technology Study Program, Tadulako University, Palu, Central Sulawesi, Indonesia

DOI:

https://doi.org/10.34148/teknika.v15i1.1417

Keywords:

Mobile Application, Usability, SanguPalu, PSSUQ, UMUX

Abstract

The SanguPalu mobile application is a e-government digital service platform developed by the Palu City Government to enhance accessibility, transparency, and efficiency in public service delivery. Despite its comprehensive features, user feedback indicates issues related to interface clarity, navigation efficiency, and system consistency, suggesting potential usability problems. This study aims to evaluate the usability level of the SanguPalu application using a descriptive quantitative approach integrating the Post-Study System Usability Questionnaire and the Usability Metric for User Experience. Data were collected from 118 active users through an online survey. Usability was assessed using average scores of PSSUQ subscales and a global UMUX score. The results show that system usefulness achieved a score of 2.87 (upper limit), while information quality obtained a score of 2.87 (lower limit). Interface quality recorded the highest score of 3.09 (above upper limit), indicating the most critical usability issue. The overall PSSUQ score was 2.93 (upper limit). The UMUX analysis produced a score of 65.20, reflecting a marginal-to-high usability level consistent with the PSSUQ findings. By combining subscale-specific and global usability measurements, this study offers a more nuanced understanding of usability issues in a local government mobile application context. These findings indicate that while SanguPalu adequately supports core service functions, improvements in interface design and navigation structure are essential to strengthen user satisfaction and overall service quality.

Downloads

Download data is not yet available.

References

[1] S. W. Gusman, “Development of the Indonesian Government’s Digital Transformation,” Dinasti International Journal of Education Management And Social Science, vol. 5, no. 5, pp. 1128–1141, 2024, doi: 10.38035/dijemss.v5i5.2868.

[2] M. Pratama, S. Tualeka, and A. Prasetya, “A Symphony of Digital Public Service Innovation in Indonesia: Evidence from Indonesia Public Service Innovation Competition 2014-2022,” Jurnal Studi Pemerintahan, vol. 15, no. 1, pp. 21–42, 2024.

[3] D. B. Pratama and A. P. Armin, “Pengembangan Sistem Informasi Aplikasi Mobile Pelayanan Elektronik Dispendukcapil Kota Malang (Mobile Application Information System Development Malang City Population and Civil Registration Electronic) Riwayat Artikel,” vol. 3, no. 1, pp. 11–41, 2024, [Online]. Available: https://doi.org/10.35912/jisted.v3i1.5098

[4] A. K. Ramadhan, “Evaluasi Digital Sangupalu Dalam Meningkatkan Pelayanan Publik Di Dinas Komunikasi Dan Informatika Kota Palu Provinsi Sulawesi Tengah,” pp. 1–14, 2025.

[5] M. Hasibuan, K. Hamidah, and A. A. Ridha, “Analis User Experiece Dalam Aplikasi Soco By Sociolla Untuk Meningkatkan Pengalaman Pengguna Menggunakan Pendekatan Design Thinking,” Dinamik, vol. 28, no. 2, pp. 71–78, 2023, doi: 10.35315/dinamik.v28i2.9390.

[6] S. D. S. Wiyanto, T. Amelita, and Irwansyah, “Website Pemerintah Sebagai Penerapan E-Government,” Mediakom : Jurnal Ilmu Komunikasi, vol. 7, no. 1, pp. 33–52, 2023, doi: 10.35760/mkm.2023.v7i1.8212.

[7] A. J. Desmal, S. Hamid, M. K. Othman, and A. Zolait, “Exploration of the usability quality attributes of mobile government services: a literature review,” PeerJ Comput Sci, vol. 8, 2022, doi: 10.7717/PEERJ-CS.1026.

[8] H. Budiarto et al., “Indeks Masyarakat Digital Indonesia (IMDI) 2024,” Kementerian Komunikasi dan Digital Republik Indonesia, p. 160, 2024, [Online]. Available: https://imdi.sdmdigital.id/home_2023

[9] R. A. Sakinah, “Mengamati Indeks Literasi dan Masyarakat Digital Indonesia, Sudah Berapa?,” goodstats.id. Accessed: Apr. 22, 2025. [Online]. Available: https://goodstats.id/article/menkomdigi-ajak-pemuda-berperan-aktif-dalam-membangun-literasi-digital-hSKS9

[10] E. Sala and E. Kochergina, “Is E-government an opportunity for all? Identifying barriers and enablers of E-government use among older adults in Europe,” Social Sciences & Humanities Open, vol. 12, p. 102158, Jan. 2025, doi: 10.1016/J.SSAHO.2025.102158.

[11] S. P. Handasari, R. Wulandari, and Haikal, “Evaluation of the Usability and User Experience of the Jaminan Kesehatan Nasional Mobile Application in Indonesia,” Healthc Inform Res, vol. 30, no. 4, pp. 324–332, 2024, doi: 10.4258/hir.2024.30.4.324.

[12] A. Kusumaningtyas and P. Prihandoko, “Evaluasi Layanan Kesehatan Aplikasi Depok Single Window Dengan Metode System Usability Scale dan Heuristic Evaluation,” Jurnal Teknologi Informasi dan Ilmu Komputer, vol. 11, no. 1, pp. 167–174, 2024, doi: 10.25126/jtiik.20241117714.

[13] T. P. Putera, Angraini, and S. Eki, “Evaluasi Usability Aplikasi Pekanbaru Dalam Genggaman Menggunakan System Usability Scale (Sus),” Jurnal Sistemasi, vol. 13, no. 1, pp. 41–49, 2024.

[14] S. K. Lwanga and S. Lemeshow, Sample Size Determination in Health Studies: A Practical Manual. Geneva: World Health Organization, 1991. [Online]. Available: https://iris.who.int/handle/10665/40062

[15] M. P. Ningrum, M. Megawati, E. Saputra, M. Fronita, and A. Anofrizen, “User Experience Evaluation of the Maxim Application using the HEART Metrics Method,” Sistemasi, vol. 14, no. 4, p. 1763, 2025, doi: 10.32520/stmsi.v14i4.5286.

[16] J. R. Lewis, “Measuring Perceived Usability: The CSUQ, SUS, and UMUX,” Int J Hum Comput Interact, vol. 34, no. 12, pp. 1148–1156, 2018, doi: 10.1080/10447318.2017.1418805.

[17] Ida Hastuti, Joni Riadi, Ahmad Yusuf, Reza Fauzan, Ahmad Rizani, and Saberan, “Measuring Usability on Mobile Education Game: the UMUX,” IIAI Letters on Informatics and Interdisciplinary Research, vol. 5, p. 1, 2024, doi: 10.52731/liir.v005.215.

[18] J. R. Lewis, “Psychometric evaluation of the PSSUQ using data from five years of usability studies,” Int J Hum Comput Interact, vol. 14, no. 3–4, pp. 463–488, 2002, doi: 10.1207/s15327590ijhc143&4_11.

[19] J. R. Lewis, Usability Testing, no. March 2012. 2012. doi: 10.1002/9781118131350.ch46.

[20] N. Zahirah, D. R. Indah, and M. A. Firdaus, “Usability Evaluation of GetContact Application Using Post-Study System Usability Questionnaire and Retrospective Think Aloud,” vol. 9, no. 1, pp. 197–209, 2025.

[21] W. Riyadi and Kurniabudi, “Analisis Usability Aplikasi Belanjo Dengan PSSUQ Dan UMUX,” Jurnal Ilmiah Media Sisfo, vol. 17, no. 2, pp. 240–251, 2023, doi: 10.33998/mediasisfo.2023.17.2.811.

[22] J. Sauro and J. Lewis, Quantifying the User Experience. 2012. doi: 10.1016/C2010-0-65192-3.

[23] D. Wahyuni and M. L. Hamzah, “Analisa Tingkat Usability Website Menggunakan Metode System Usability Scale Dan Post Study System Usability Questionnaire,” Jurnal Testing dan Implementasi Sistem Informasi, vol. 2, no. 1, pp. 52–58, 2024, doi: 10.55583/jtisi.v2i1.384.

[24] J. R. Lewis, “Critical review of ‘the usability metric for user experience,’” Interact Comput, vol. 25, no. 4, pp. 320–324, 2013, doi: 10.1093/iwc/iwt013.

[25] K. Finstad, “The usability metric for user experience,” Interact Comput, vol. 22, no. 5, pp. 323–327, 2010, doi: 10.1016/j.intcom.2010.04.004.

[26] S. S. D. Inayah, R. Alda, B. A. F. Adama, and A. C. Wardhana, “Analisis Pengalaman Pengguna Shopee: Evaluasi Dengan UMUX dan UMUX-Lite,” Teknika, vol. 13, no. 1, pp. 120–126, 2024, doi: 10.34148/teknika.v13i1.770.

[27] M. Ilker, B. Msc, and D. Karahoca, “Re-Assessing the Usability Metric for User Experience (UMUX) Scale,” J Usability Stud, vol. 11, no. 3, pp. 89–109, 2016, [Online]. Available: http://www.upassoc.org.

[28] M. Fauzi, N. Kadek, A. Wirdiani, N. Kadek, and D. Rusjayanthi, “The Analysis and Improvement of User Interface Design on Climate Information Service Mobile Application Using the Lean UX Method,” vol. 13, no. November, pp. 324–338, 2024, doi: 10.34148/teknika.v13i3.973.