電子化政府入口網站扮演民眾與政府之間溝通的重要橋樑,也是政府服務民眾的網路單一窗口。隨著資訊全球化的潮流,各國政府的網站除了服務使用本國語言的民眾之外,也相當重視其它語言使用者的需要,以擴大服務對象於所有可能語言的使用者,並且建立自身國際化的形象。近來提供多種語言介面的政府網站數量成長相當快速。基於策略規劃角度,除了提升網站內容的品質外,需同時重視使用介面的可用性(usability)以達到有效益(effective)、有效率(efficient)及滿意(satisfaction)等三項網站建置目標。然而值得探討的是,多語介面的設計是否能套用某單一語言的網站介面的設計概念。因此本論文以台北市政府英文入口網之介面為對象,希望瞭解在台灣的外藉人士,在使用其網站介面時,是否能有效搜尋、瀏覽資訊,及其滿意程度。 本論文的研究方式採用問卷調查,以瞭解外藉使用者對台北市政府英文入口網的需求及滿意度,並以視覺性(Visual Elements)、易找性(Fundability)及操控性(Operability)三類指標為研究重點,探討其英文介面是否達到可用性。研究結果發現,整體而言外藉使用者對台北市政府英文入口網的使用介面感到滿意。其中包括本網站圖形設計、連結文字顏色方面符合標準準則、全網站具一致性設計、分類架構清楚易懂、對本府網站的學習能力能快速學習、容易使用提供之服務功能、按鈕的設計簡單等。因為希望能快速獲得到資訊,外籍使用者對該英文網站要求是要簡化的,而非提供複雜介面,例如加強搜尋引擎功能、提供申訴服務管道是最終需求。此外,本論文也嘗試探討國內外網站評估規範之適用性,發現目前評估標準中重要的使用者介面規範共有12項,包括清楚的網站目的、網頁介面設計一致性、畫面分割避免過於複雜、適度使用圖像及多媒體動畫等;基本版型的設計對使用者操控行為上具有相當大的影響;介面互動性與為民服務精神的結合程度被要求的重要性位居第二(內容佔第一)。此外使用者測試方法,能找出網站內容的資訊不足、服務功能之不周以及介面設計之不便等關鍵問題。本論文的研究結果將有助於未來有意改善英文介面的政府網站參考。
The e-government portal plays an important role between the people and the government, which is the major entrance for people on the internet. With the trend of globalization, , most e-governmental portals attempt not just to serve people in their own countries, but also provide services to the users using other languages. The e-governmental portals with multi-lingual interfaces have been growing, and there are increasing attention to the website usability. Toachieve better usability, Effectiveness, Efficiency and Satisfaction need to be concerned. Using the Taipei City Government English portal, this study attempts to evaluate its English Interface Usability by analyzing the satisfaction of foreign users in Taipei. The study uses questionnaires to collect users’ opinions and conducts experiments to understand their performance in searching and browsing the website. Three types of indicators are used as the basis for the evaluation, namely, Visual Element, Fundability and the Operability. The results shows the users generally feel satisfied with the interface. For example, the layout and color of links fit to the established standard; the layout maintains a well consistency; and the categorical structure is clear and easy to learn; . However, the users expect a more simple interface providing powerful searching and a communication channel for pleading. Besides, the study also provides detailed detail discussion on the feasibility of various website evaluation standards. 12 important items were found important for establishing an usable interface, for examples, the clearance of the purpose, the consistency of the layout,, and proper use of multimedia, etc,. It is also noticed that the interaction ranks the highest in functionality. The results are helpful in enhancing the usability of e-government website multi-lingual interface.