Exploring User perceptions of an E-Government System in Botswana Using System Usability Scale Model

Abstract

E-government systems are valuable to organisations, individuals and countries only if there are accepted by end users. Therefore, to effectively explain or predict the use of technology in an organisation, it is critical to understand why people use, or refuse to use technology. This study assessed usability of an e-government system from users’ perspectives using the System Usability Scale (SUS) model. The study adopted a mixed method research approach. The SUS model was modified to address the study research aim. Content reliability of the model was assessed by expert opinion and the results were analyzed using Statistical Package for the Social Sciences (SPSS) software package. The study identified different usability problems and a series of recommendations were proposed to the relevant stakeholders.