Adaptive Evaluation of Portal Quality: An eGovernment Case

Author

Magoutas, Babis ; Mentzas, Gregoris

Author_Institution

Inf. Manage. Unit, Nat. Tech. Univ. of Athens (NTUA), Athens, Greece

fYear

2009

fDate

10-12 Sept. 2009

Firstpage

136

Lastpage

140

Abstract

In this paper we describe a knowledge-based approach that enables the subjective evaluation of portal and e-service quality by users in an adaptive manner. The model for adaptive quality measurement (MAQM) comprises different ontologies including concepts regarding quality aspects, questions and questionnaires, portal characteristics and problems encountered by users while using the portal. A prototype adaptive questionnaire system (SALT) which uses the MAQM model is also described. The system applies three axes of adaptation: based on real-time feedback from users through questionnaires, based on problems encountered by the user and based on metadata of the pages visited by the user. The results of evaluating SALT, compared to a static questionnaire, in an Austrian e-Government portal, are indicative of the value added of our approach.

Keywords

government data processing; ontologies (artificial intelligence); portals; SALT; e-service quality; eGovernment; knowledge-based approach; metadata; model for adaptive quality measurement; portal quality; prototype adaptive questionnaire system; real-time feedback; Adaptive systems; Electronic government; Feedback; Informatics; Information management; Ontologies; Portals; Prototypes; Quality assessment; Real time systems; Adaptive systems; e-Government; ontology; quality measurement;

fLanguage

English

Publisher

ieee

Conference_Titel

Informatics, 2009. PCI '09. 13th Panhellenic Conference on

Conference_Location

Corfu

Print_ISBN

978-0-7695-3788-7

Type

conf

DOI

10.1109/PCI.2009.15

Filename

5298201