Heuristic evaluation of online satisfaction survey system for public healthcare service: Applying analytical hierarchical process

Abstract

This paper aims to evaluate usability factors of online satisfaction survey system for public healthcare service. The evaluation was performed to analyze issues of usability factors, which is relevant to user interface design by applying Analysis Hierarchy Process (AHP) to prioritize their level of challenges. The study focuses on 10 Jakob Nielsen's heuristics principles as main usability factors. Based on main factors, 43 sub-factors are determined. Relevant data was collected through questionnaires by surveying 24 persons, including programmers, system analyst, students, lecturers, and general users. Next, researchers calculated values of data by using Expert Choice. The result shows the first 5 levels of usability factors that are challenges in a form of percentage rate respectively. The factors of recognition rather than recall (81%); help users recognize, diagnose, and recover from errors (78%); match between system and real world (77%); user control and freedom (76%) and consistency and standards (74%). The challenge rate of all usability factors reveal 72% while non-challenge rate is only 28%. From the result of this study we can conclude that existing online applications of satisfaction survey system for public healthcare service need to be improved. The improvement can be taken by prioritizing the usability factors based on level of challenges that found in this study.