Evaluating usability of academic websites through a fuzzy analytical hierarchical process

Abstract

In the higher education sector, there is a growing trend to offer academic information to users through websites. Contemporarily, the users (i.e., students/teachers, parents, and administrative staff) greatly rely on these websites to perform various academic tasks, including admission, access to learning management systems (LMS), and links to other relevant resources. These users vary from each other in terms of their technological competence, objectives, and frequency of use. Therefore, academic websites should be designed considering different dimensions, so that everybody can be accommodated. Knowing the different dimensions with respect to the usability of academic websites is a multi-criteria decision-making (MCDM) problem. The fuzzy analytic hierarchy process (FAHP) approach has been considered to be a significant method to deal with the uncertainty that is involved in subjective judgment. Although a wide range of usability factors for academic websites have already been identified, most of them are based on the judgment of experts who have never used these websites. This study identified important factors through a detailed literature review, classified them, and prioritized the most critical among them through the FAHP methodology, involving relevant users to propose a usability evaluation framework for academic websites. To validate the proposed framework, five websites of renowned higher educational institutes (HEIs) were evaluated and ranked according to the usability criteria. As the proposed framework was created methodically, the authors believe that it would be helpful for detecting real usability issues that currently exist in academic websites.