Evaluation of the Website Usability of the Tangerang City Regional Library and Archives Office Using the System Usability Scale (SUS) Method
Wahyuni Rina Astari, Sefrika, Faisal
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Published: Jul 31, 2026
DOI: 10.46336/ijmsc.v4i3.352
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The rapid development of information and communication technology has encouraged government institutions to utilize websites as a medium for information dissemination and public services. Dinas Perpustakaan dan Arsip Daerah (DPAD) Kota Tangerang has provided an official website as an information platform for the public. However, several issues have been identified, including slow page loading times, system errors, and service instability, which may affect the user experience. This study aims to evaluate the usability level of the DPAD Tangerang City website based on users’ perceptions. The research employed a mixed-method approach, combining quantitative and qualitative methods. Quantitative data were collected through the distribution of the System Usability Scale (SUS) questionnaire to 50 respondents, while qualitative data were obtained through interviews with the Development and Documentation Division of DPAD Tangerang City. The results showed that the DPAD website achieved a SUS score of 53,85, which falls into the Good category, with a Grade D rating and a Marginal High acceptability range. The interview findings revealed that the main challenges affecting the website include limited human resources, bandwidth constraints, and system management that remains centralized under the Communication and Informatics Office (Kominfo). Therefore, improvements in both technical aspects and website management are necessary to enhance service quality and user experience.
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