UNSCALE: A Fuzzy-based Multi-criteria Usability Evaluation Framework for Measuring and Evaluating Library Websites

Usability evaluation of websites has been one of the most important activities to determine user acceptance and to enrich the overall quality of the website. This research, drawing upon above concept, investigates the issues of website usability and proposes a fuzzy-based framework for measuring and evaluating the usability of websites, particularly library websites. The findings of the usability criteria elicitation, expert reviews, survey, and statistical analysis resulted in a comprehensive list of seven usability dimensions along with 20 measuring items which formed the basis of the evaluation framework abbreviate UNSCALE. The inputs of experts in the related field were used to probe weights of key dimensions and measuring items with the motive of examining their level of contribution to the usability index system. The study employed fuzzy theories along with the extent analysis, fuzzy analytic hierarchy process method with the expectation of scrutinizing the relative weightings. The framework was developed including eight cyclical steps for measuring and evaluating website usability by employing the fuzzy comprehensive evaluation method. It can be used to evaluate the overall usability score and also scores regarding each evaluation dimension. The framework was tested for its applicability and practicality on university library websites in Sri Lanka, a developing country with fast-growing internet accessibility. The findings of this research indicate that the proposed framework is useful for librarians in developing more useful library websites. On the other hand, it will provide vital insights to better appraise the outcomes of website usability for the scholars and researchers.