A service quality model for web-services evaluation in cultural heritage management

  • Authors:

  • Aline Chiabai;Lorena Rocca;Livio Chiarullo

  • Affiliations:

  • Basque Centre for Climate Change, Bilbao, Spain and Fondazione Eni Enrico Mattei, Venezia, Italy;Department of Geography, University of Padova, Italy and Fondazione Eni Enrico Mattei, Venezia, Italy;Fondazione Eni Enrico Mattei, Viggiano, Potenza, Italy

  • Venue:
  • ICCSA'11 Proceedings of the 2011 international conference on Computational science and its applications - Volume Part II
  • Year:
  • 2011

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Abstract

The paper presents a framework for analyzing users' preferences and service quality within a model designed for geo-participatory processes in the context of cultural heritage management. The model is constructed on a georeferenced Web system (www.isaac-genovaculture.eu) as a tool to facilitate listening, communication and participation with different social actors in the city of Genoa. The study explores the use of SERVQUAL method to identify and analyze users' preferences and satisfaction for web-services, and to measure service quality gaps. Findings suggest that users prioritize layout, design, usability and content in geo-referenced web services, while other features, such as e-governance and interactions with web design staff are judged to be less important. The analysis of the SERVQUAL weighted gap shows a positive result only for the e-governance features where the services proposed meet the users' expectations.