Usability Evaluation of GSIS Touch Mobile Application in Kabayan, Benguet

This study evaluated the usability of the GSIS Touch mobile application among active Government Service Insurance System (GSIS) members in Kabayan, Benguet. Grounded on the ISO 9241-11 standard, usability was measured in terms of effectiveness, efficiency, and user satisfaction. A descriptive-quantitative research design was employed using a validated self-structured questionnaire distributed to 293 government employees, yielding a 79% response rate. Results indicated that GSIS Touch is generally perceived as effective (M = 4.11), very efficient (M = 4.29), and satisfactory (M = 4.10), with an overall usability rating of 4.17. Statistical analyses revealed a significant difference in satisfaction based on age, with middle-aged users reporting higher satisfaction compared to older users. Additionally, significant differences in effectiveness and efficiency were observed across agency affiliations, with employees from DepEd and LGU-Kabayan rating the app more favorably than other groups. Gender did not yield any significant differences. Despite positive usability ratings, issues such as limited awareness, technical compatibility, and non-enrollment remain. The findings highlight the need for targeted information campaigns, training initiatives, and continuous app enhancements to improve adoption and user experience, particularly among older employees and underserved agencies.