A Quality Framework For Web Site Quality:
User Satisfaction And Quality Assurance
Background
UKOLN, a national centre of expertise in
digital information management based at the
University of Bath, UK has developed a
quality assurance (QA) framework which can
help ensure that the deliverables produced by
digital library development projects are widely
accessible and interoperable.
The Centre for Information Management,
School of Management, which is also based
at the University of Bath, has developed a
quality framework for user satisfaction.
The Challenge
This poster describes the potential for combining
these two approaches: a QA approach intended
for providers of Web services and a quality
framework intended to identify user satisfaction.
The poster reviews the two approaches and
outlines a scenario for combing the approaches
in order to build an integrated Web site Quality
Management Framework (WQMF).
A centre of expertise in digital information management
A Quality Framework For Web Site Quality:
User Satisfaction And Quality Assurance
QA Focus
The QA Focus project was funded to develop
a quality assurance (QA) framework which
would can help ensure that digital library
project deliverables were functional, widely
accessible and interoperable.
The project successfully developed a
lightweight QA framework together with a
range of support materials.
QA Framework
Technical policies
The QA Focus framework
has a layered approach:
Systematic checking
• Projects develop
procedures
technical policies
Compliance policies
• Systematic procedures
deployed to ensure compliance with policies
• Funders can select the compliance regime
(e.g. self-assessment, penalty clauses, etc.)
The framework has been described in several
papers. To maximise its use support materials are
available under a Creative Commons licence.
Technical policies should be based on recommended
standards and best practices. However projects will
have some flexibility in selecting technical policies to
ensure the policies are achievable with the available
resources and expertise.
A centre of expertise in digital information management
A Quality Framework For Web Site Quality:
User Satisfaction And Quality Assurance
The e-Qual Approach
A 23 item questionnaire where users rate a Web
site and the importance of the quality to them,
allowing a weighted quality index to be calculated.
Questions cluster into:
• Usability (Usability, Design)
• Information (Information)
• Service interaction Usa
(Empathy,
Trust)
b ility
A m a zo n
1 .0 0
BO L
IB S
0 .8 0
0 .6 0
E m p a thy
D e sig n
0 .4 0
Trust
Info rm a tio n
Comments
In the evaluation of online bookstores (above), information
accuracy, security, and privacy rated as more important to
users than site design. Amazon are clearly head and shoulders
above their competitors.
E-Qual has also been applied to online auctions, online
taxation, knowledge sharing, the SME environment and to
mobile devices.
A centre of expertise in digital information management
A Quality Framework For Web Site Quality:
User Satisfaction And Quality Assurance
Combining The Approaches
We are exploring possibilities of combining
the QA Focus & E-Qual approaches:
• To provide an integrated view of quality
from the objective characteristics
controllable by the supplier (e.g. readability
index) to the subjective experience of the
user (e.g. E-Qual index)
• To define an end-to-end QA process to
ensure supplier activities lead consistently
& repeatedly to perceived Web site quality
by users
• To be tested in the e-government domain
to meet needs of information provision,
interaction, and transactions subject to
accessibility and social inclusion
Conclusions
This poster describes an initiative to combine
Web site QA processes with Web site quality
to create a Web Quality Management
Framework (WQMF).
Further Information
See the QA Focus and E-Qual Web sites at:
<http://www.ukoln.ac.uk/qa-focus/> <http://www.webqual.co.uk/>
For further information please contact:
Brian Kelly <[email protected]> or
Richard Vidgen <[email protected]>
A centre of expertise in digital information management
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