Development and validation of an integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of Web-based applications in the context of a University web portal

Text in EnglishDevelopments in Internet technology and pervasive computing over the past two and half decades have resulted in a variety of Web-based applications (WBAs) that provide products and services to online users or customers. The Internet is used not only to transfer information via the web but is increasingly used to provide electronic services including business transactions, information-delivery and social networking, as well as e-government, e-health and e-learning. For such organisations, e-service quality, usability and user experience are considered to be critical determinants of their products’ or services’ success. Many studies to model these three concepts separately have been undertaken as part of broader studies of software quality or service quality modelling. However, to the current researcher’s knowledge, none of the studies have focussed on proposing an evaluation model that integrates and combines the three of them. This research is an effort to fill that gap. The primary purpose of this mixed-methods research was to develop a conceptual integrated model for evaluating e-service quality, usability and user experience (e-SQUUX) of WBAs and then contextualise it to evaluation of a University web portal (UWP). This was undertaken using an exploratory sequential research design. During a qualitative phase, an extensive extensive systematic literature review of 264 relevant sources relating to dimensions of e-service quality, usability and user experience, was undertaken to derive an integrated conceptual e-service quality, usability and user experience (e-SQUUX) Model for evaluating WBAs. The model was then empirically refined through a sequential series of validations, thus developing various versions of the e-SQUUX Model. First, it was content validated by a set of four expert reviewers. Second, during the quantitative phase, in the context of a University web portal, a questionnaire survey was conducted that included a comprehensive pilot study with 29 partipants, prior to the main survey. The main survey data from 174 particiapants was used to determine a validated model, using Exploratory factor analysis (EFA), followed by producing a structural model, using partial least square – structural equation modelling (PLS-SEM). This version consisted of the components of the final e-SQUUX Model. Consequently, the research enriches the body of knowledge on IS and HCI by providing the e-SQUUX Model as an evaluation tool. For designers, developers and managers of UWPs, the model serves as a customisable set of evaluation criteria and also provides specific recommendations for design. In line with the Exploratory sequential design of mixed methods research, the findings of the qualitative work in this research influenced the subsequent quantitative study, since the potential Likert-scale questionnaire items were derived from the definitions and meanings of the components that emanated from the qualitative phase of the study. Consequently, this research is an exemplar for developing an integrated evaluation model for specific facets or domains, and of its application in a particular context, in this case, a University web portal. Keywords: e-service quality, usability, user experience, evaluation model, integrated model, exploratory factor analysis, partial least square – structural equation modelling (PLS-SEM), mixed methods research, Exploratory sequential design, quantitative study, qualitative study, validation, Web-based applications, University web portalInformation SystemPh D. (Information Systems

Best Practices of Creating Innovation Exchange Web Portals Across the States

Since their initial development in the late 1990s, expert web portals have been an evolving tool for universities, systems of higher education, and economic development organizations. The web portals are searchable, web-based databases of university scholars and researchers that feature, at a minimum, information on their expertise, innovation products and publications. Many of the portals are growing to include information on universities’ physical assets and equipment, regional strengths, and additional services such as networking and analytical tools for research. Although these searchable databases have proven useful in helping economic development leaders, government, research colleagues, and internal university staff, their role in generating industry-university collaboration is disputable. Recently, more demonstrable and tangible results of deploying innovation and building partnerships from these portals are becoming a sought-after objective for funders and stakeholders. However, none of the portals’ administrative teams have been able to specifically measure the impact of interaction generated via the portal on industry or the regional economy at large. Developing and sustaining these tools is costly and time consuming; instead, many stakeholders involved deem them a necessary public good – a “non-rivalrous and non-excludable” knowledge resource that everyone can consume with no restrictions. Therefore, evaluation of the return on investment of these portals has been largely ignored by involved parties. This, along with the cost of developing and maintaining such portals, serves as a growing obstacle to sustaining them. It has been argued that unless these portals are specifically designed with industry in mind, they do very little for commercial users. This report is a summary of the results of a study assessing best practices and challenges facing existing web portals created to promote university resources to a broader audience. It intends to inform interested parties in Ohio about the ecosystems that surround existing web portals in other states. The report analyzes ecologies of existing web portals in other states, addresses the role of “super users” (i.e. organizations that can reach industry users, such as economic development agencies) play in enhancing the successful utilization of a web portal, and considers sustainable funding and training mechanisms surrounding existing web portals. This study was conducted by researchers from the Center for Economic Development at the Maxine Goodman Levin College of Urban Affairs at Cleveland State University. The research was funded by the Ohio Manufacturing Institute of Ohio State University through an Ohio Development Services Agency grant and with input from the Ohio Department of Higher Education Ohio Innovation Exchange industry engagement team. The study is based on a review of the latest academic literature concerning university-industry relationships, applied and technical reports provided by relevant web portals, and extensive interviews with selected portals’ managing teams. Additionally, the report provides a methodology, summarizes lessons learned, and illustrates a detailed description of seven web portals: Florida ExpertNet, Michigan MCRN, New York FuzeHub, North Carolina ReachNC, Texas InFluuent, Arizona Experts, and University of California’s Technology Transfer. The report concludes with recommendations for developing Innovation Exchange Hub in Ohio and Appendices detailing the literature review

Developing information architecture through records management classification techniques

Purpose – This work aims to draw attention to information retrieval philosophies and techniques allied to the records management profession, advocating a wider professional consideration of a functional approach to information management, in this instance in the development of information architecture. Design/methodology/approach – The paper draws from a hypothesis originally presented by the author that advocated a viewpoint whereby the application of records management techniques, traditionally applied to develop business classification schemes, was offered as an additional solution to organising information resources and services (within a university intranet), where earlier approaches, notably subject- and administrative-based arrangements, were found to be lacking. The hypothesis was tested via work-based action learning and is presented here as an extended case study. The paper also draws on evidence submitted to the Joint Information Systems Committee in support of the Abertay University's application for consideration for the JISC award for innovation in records and information management. Findings – The original hypothesis has been tested in the workplace. Information retrieval techniques, allied to records management (functional classification), were the main influence in the development of pre- and post-coordinate information retrieval systems to support a wider information architecture, where the subject approach was found to be lacking. Their use within the workplace has since been extended. Originality/value – The paper advocates that the development of information retrieval as a discipline should include a wider consideration of functional classification, as this alternative to the subject approach is largely ignored in mainstream IR works

How Design Plays Strategic Roles in Internet Service Innovation: Lessons from Korean Companies

In order to survive in the highly competitive internet business, companies have to provide differentiated services that can satisfy the rapidly changing users’ tastes and needs. Designers have been increasingly committed to achieving user satisfaction by generating and visualizing innovative solutions in new internet service development. The roles of internet service design have expanded from a narrow focus on aesthetics into a more strategic aspect. This paper investigates the methods of managing design in order to enhance companies’ competitiveness in internet business. The main research processes are to: (1) explore the current state of internet service design in Korea through in-depth interviews with professional designers and survey questionnaires to 30 digital design agencies and 60 clients; (2) compare how design is managed between in-house design groups and digital design agencies though the case studies of five Korean companies; and (3) develop a taxonomy characterizing four roles of designers in conjunction with the levels of their strategic contributions to internet service innovation: visualist, solution provider, concept generator, and service initiator. In addition, we demonstrate the growing contributions of the strategic use of design for innovating internet services, building robust brand equity, and increasing business performance. Keywords: Design Management; Internet Business; Internet Service Design; Digital Design; Digital Design Agency; In-House Design Group, Case Study</p

Creating virtual communities of practice for learning technology in higher education: Issues, challenges and experiences

The need for a Web portal to support the rapidly growing field of learning technology has been well established through a number of national surveys and scoping studies over recent years. The overarching vision has been the provision of a virtual environment to assist in informing and developing professional practice in the use of learning technologies. This paper outlines the issues and challenges in creating such a portal through the experiences of developing the RESULTs Network. In the paper, design and participation issues are considered within the wider context of online and networked approaches to supporting practice and professional development. User participation methodologies and technical developments for RESULTs are described in relation to a review of existing representations of practice and a comprehensive survey amongst the learning technology users’ community. An outline of key achievements and experiences is presented, followed by some conclusions regarding the cultural and political issues in creating a viable and sustainable facility and suggestions for possible future direction in national provision

Kerja baikpulih bangunan komersial yang terbengkalai di kawasan Melaka Tengah

Industri pembinaan merupakan satu sektor yang menjadi pemangkin kepada pertumbuhan sosio-ekonomi dan sebahagian besar sumbernya digunakan kearah pembangunan yang pesat dalam pentadbiran negara. Projek-projek mega seperti Kuala lumpur internationa airport (KLIA), Pusat pentadbiran kerajaan di putrjaya dan banyak lagi pembinaan bangunan komersial yang menjadi tanda aras perkembangan yang memberangsangkan. Selain dari itu, pembangunan bagi sesuatu kawasan menyebabkan pertambahan penduduk. Ini menunjuk industri binaan merupakan salah satu sektor yang menyumbang dalam pembangunan dari aspek sosial dan ekonomi kepada sesuatu kawasan. Walaupun banyak teknologi dalam industri pembinaan telah digunakan pada masa kini, ia masih lagi tidak dapat mengawal kehadiran bangunan yang terbiar di Malaysia dan kesan kewujudan bangunan terbiar itu mengakibatkan kerugian kepada pelbagai pihak dan mengancam keselamatan penduduk sekitarnya

Enterprise portals: addressing the organisational and individual perspectives of information systems

Enterprise portals are being viewed as the next generation application platform of choice, offering benefits over both client/server and thin client arrangements. By providing a mediating layer between the information applications and resources of the organisation and the individuals using them, enterprise portals appear to provide a unique context to allow both the organisational and individual perspectives of information systems to be addressed. This study seeks to examine these often competing perspectives of information systems by using an exploratory empirical survey to investigate the actual deployment of enterprise portals within a range of different organisations. It is found that both the individual and organisational benefits that enterprise portals can offer appear to have been recognised, and coherent sets of services addressing each of these perspectives are being developed. Consistent with diffusion and acceptance of technology models, organisations appear to be commencing their portal developments with services that will ensure utilisation by individuals, and are subsequently seeking to realise organisational level benefits

A semantic web service-based architecture for the interoperability of e-government services

We propose a semantically-enhanced architecture to address the issues of interoperability and service integration in e-government web information systems. An architecture for a life event portal based on Semantic Web Services (SWS) is described. The architecture includes loosely-coupled modules organized in three distinct layers: User Interaction, Middleware and Web Services. The Middleware provides the semantic infrastructure for ontologies and SWS. In particular a conceptual model for integrating domain knowledge (Life Event Ontology), application knowledge (E-government Ontology) and service description (Service Ontology) is defined. The model has been applied to a use case scenario in e-government and the results of a system prototype have been reported to demonstrate some relevant features of the proposed approach