Performance Evaluation of Web Information Systems

Tonta, Yaşar and Soydal, İrem Performance Evaluation of Web Information Systems., 2010 . In 2. Uluslararası Değişen Dünyada Bilgi Yönetimi Sempozyumu = 2nd International Symposium on Information Management in a Changing World, Ankara, Turkey, September 22-24, 2010. [Conference paper]

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English abstract

The quality of web information systems is closely related with their users’ expectations. In order to create good quality systems, web designers should understand how users perceive service quality of various performance attributes such as security, usability and information quality, and which ones they value the most. In this study, users’ service quality perceptions of two different web sites were investigated. Data were obtained from 1,900 users of web sites of a for-profit online bookstore and a not-for-profit national information center through the E-Qual Index that was administered online. Users were asked to rate to what extent each web site satisfied the 22 performance attributes included in the E-Qual Index along with the importance they attached thereto. Quadrant analysis and gap analysis were used to analyze the data to find out the strengths and weaknesses of the web sites investigated. Moreover, performance attributes that need to be improved or that were “undervalued” by the users were identified. Findings indicate that each web site satisfied more than half the performance attributes listed in the E-Qual Index. Users attached more importance to performance attributes such as ease of use, provision of timely and relevant information and safety. Findings can be used to remedy the shortcomings of each web site and improve the web service quality.

Turkish abstract

Web bilgi sistemlerinin kalitesi büyük ölçüde kullanıcıların beklentileri ile ilgilidir. Web tasarımcıları, kaliteli sistemler yaratabilmek için güvenlik, kullanılabilirlik ve bilginin niteliği gibi çeşitli performans özelliklerinin kullanıcılar tarafından nasıl algıladığını ve bunların hangilerinin daha fazla önemsendiğini anlamalıdırlar. Bu çalışmada, iki farklı web sitesi kullanıcılarının algıladığı hizmet kalitesi incelenmiştir. Veriler, biri kâr amacı güden kitap satış sitesi, diğeri kâr amacı gütmeyen ulusal bilgi merkezi olmak üzere iki web sitesinin 1900 kullanıcısına çevrimiçi bir anket ile uygulanan E-Qual İndeksi aracılığı ile toplanmıştır. Her iki web sitesinin kullanıcısından, sitenin E-Qual İndeksi’nin test ettiği 22 performans özelliğinin kendilerini ne düzeyde memnun ettiğine dair puan vermeleri, ayrıca bu 22 özelliğin onlar için ne derece önemli olduğunu puanlamaları istenmiştir. İncelenen web sitelerinin zayıf ve güçlü yönlerini ortaya çıkarmak için elde edilen verilere quadrant analizi ve fark analizi uygulanmıştır. Analiz sonucunda geliştirilmesi gereken ya da kullanıcılar tarafından önemsenmeyen performans özellikleri belirlenmiştir. Bulgulara göre, her iki web sitesinde de E-Qual İndeksi’nde yer alan performans özelliklerinin yarısından fazlası kullanıcıları memnun etmektedir. Kullanıcılar, kullanım kolaylığı, zamanında ve ihtiyaçlarla ilgili bilgi sunulması ve güvenlik gibi performans özelliklerine daha fazla önem atfetmiştir. Bu çalışmanın bulguları, her iki web sitesinin eksikliklerinin giderilmesi ve web hizmet kalitesinin iyileştirilmesi için kullanılabilir.

Item type: Conference paper
Keywords: Web service quality, E-Qual Index, Quadrant analysis, Gap analysis, Usability, Information quality
Subjects: H. Information sources, supports, channels.
Depositing user: prof. yasar tonta
Date deposited: 28 Sep 2010
Last modified: 02 Oct 2014 12:17
URI: http://hdl.handle.net/10760/14909

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