Evaluation of the Usability and User Experience of Selected Philippine E-Government Service Websites

This study evaluated the usability and user experience of three e-government services in the Philippines: Philippine Statistics Authority (PSA), Department of Foreign Affairs (DFA), and Land Transportation Office (LTO). The researchers examined 30 users’ perceptions of these three service platforms through System Usability Scale (SUS) and Technology Acceptance Model (TAM). PSA scored an average SUS of 71, implying an acceptable usability score focused on good layout and process flow. High R-squared values (90.46% - 92.14%) showed strong links between usability factors and user intentions. DFA scored 63, exhibiting an inadequate usability score due to technical and visual platform issues. Lastly, LTO scored 46, indicating major usability problems like confusing interfaces and poor navigation. This research identified the importance of usability in three critical e-government services. Improving these services could boost user satisfaction and engagement. Policymakers, web developers, and government agencies could use these findings to enhance the technical performance, visual appeal, and overall user experience of e-government platforms in the Philippines. Addressing these issues was key to creating effective and user-friendly online services that would meet public needs.