A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management
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A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management Chiabai Aline - Basque Centre for Climate Change BC3, Bilbao, Rocca Lorena - Department of Geography, University of Padova Chiarullo Livio - Livio Chiarullo, Eni Foundation Enrico Mattei, Italy
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A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management
- 1. A Quality Model for Web-Services Evaluation in Cultural Heritage Management ICCSA 2011 Santander, 20-23 June 2011 Aline Chiabai
- 5. Recursive cycle “planning-action-revision” e-Participation website prototype Application: Blended focus groups Residents Tourists Local service-providers External service-providers SERVQUAL TEST Satisfaction analysis Stakeholders’ involvement Evaluation of users expectations
- 7. http://www.isaac-genovaculture.eu/ Information Inform and sensitise people about cultural resources Communication Use new technologies as scaffolding to favour communication and critical reflection between citizens about cultural tourism and cultural resources Participation Design scenarios for sustainable urban destinations through participatory tools
- 12. The quality service life cycle
- 17. PERCEPTION ANALYSIS: EXAMPLE Completely disagree Neither agree nor disagree Completely agree 1 www.isaac-genovaculture.eu is graphically attractive and has a pleasant aspect, even if visualisation is a little slow. 1 2 3 4 5 6 7 2 www.isaac-genovaculture.eu provides specific areas for thematic discussion reserved to group of users. 1 2 3 4 5 6 7
- 21. Results: users’ preferences for service quality dimensions
- 22. Results for the broad service dimensions
- 23. Analysis of users’ expectations about specific Web features
- 24. Results at sub-service level
- 25. Results: SERVQUAL simple gap expectations/perceptions
- 26. Results: SERVQUAL simple and weighted gap
- 30. THANK YOU [email_address] Basque Centre for Climate Change (BC3) Bilbao, Spain
Hinweis der Redaktion
- Innovative methodology, the “Blended Focus Groups” integrating in-person meetings with on-line discussion and e-learning modules
- This tool has been built in order to improve CH management and valorize the tangible and intangible resources in the territory.
- For web-services, it is even more complicate, as these are intangible, not perishable, heterogeneous, and are created on demand and thus simultaneously produced and consumed.
- In our case study we analyse gap 5, as this is the reason why the service fails. Customers’ expectations are driven by their personal needs, their past experiences, word of mouth and marketing communications from providers. Only the last factor is controlled by service providers.
- Steps to reach a high quality services.
- The SERVQUAL test was applied in this case study for exploratory purpose to test specific aspects of the geo-referenced website. As the object under valuation is a website made of a set of web-services, it is difficult to identify the evaluation criteria adopted by the customer. This can vary from one to another. It is therefore important to identify the main service dimensions. So the first thing is to identify what is the service quality we want to evaluate, that is the dimensions of the service quality.
- This allows to calculate a weighted servqual score by weighting each gap, as calculated above, with the score assigned to each service dimension.
- The respondent has reported the relative importance that each service dimension has for him, by allocating a total score of 100 points among the stated dimensions.
- Average expectation for each feature.
- When weighted means are used, the gap increases in most cases. In particular values change more significantly for the sub-services included in content and usability dimensions, as they are those with higher weight. Interesting to note that the e-governance area is the one with positive gaps, even if it was given the lowest expectations.
- Although web services are more and more oriented to a participatory network, users’ expectations are still primarily focused on the search of secure, clear and up-to-date information, as well as improved layout and usability
- The use of the web to promote public participation and specific actions about the territory is still not sufficiently recognized by the citizens