Usability Evaluation of Digital Service Company Portal Using Importance Performance Analysis

The knowledge obtained by employees, including work experiences in dealing with problems encountered and its insights are assets for the company. In order for knowledge to be beneficial, it is important for employees to do knowledge sharing, so it can be useful to support the development of corporate performance and build competitive advantage. In line with the rapid technological advancements, knowledge sharing can be done by applying the appropriate technology without the time and place constrain. Technology that is used should be accessible by all employees to support the contribution of them to do knowledge sharing. One of the digital service companies in Indonesia, has several years of technology to support the activity of knowledge sharing in the form of portal, which is equipped with document storage material sharing database. Based on data of 2017 showed that the level of employee usage of the portal is still relatively low. Referring to the interview result data, its is caused by website usability inconvenience perceived by the employee against the portal. Therefore, in order to increase the activity and involvement of employees in knowledge sharing, it has been done an evaluation towards the usability of the portal to know the portal attributes that need to be improved. Portal repair attributes refer to web usability dimensions, which are accessibility, update information, web simplicity, web aesthetic, memorability, learnability, feedback mechanism, and navigation. Based on the result, it is known that there are 15 attributes that need to be improved, 13 attributes are need to be maintained, and 6 attributes can be ignored. The distribution of most attributes spread in the first quadrant which means portal usability performance still poor and needs a lot of improvements in order to meet user expectations.