Public Websites and Human–computer Interaction: An Empirical Study of Measurement of Website Quality and User Satisfaction

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    Resumé

    The focus of this paper is to investigate measurement of website quality and user satisfaction. More specifically, the paper reports on a study investigating whether users of high-quality public websites are more satisfied than those of low-quality websites. Adopting a human–computer interaction perspective, we have gathered data from the 2009 public website awards in Scandinavia. Our analysis of Norwegian and Danish websites reveals that the use of quality criteria is highly technical compared to the traditional usability testing focus on efficiency, effectiveness and satisfaction of the actual system use by representatives. A Pearson correlation analysis of user evaluation from 296 websites that participated in the Danish web award Bedst på Nettet (‘Top of the Web’) showed no significant positive correlation between website quality and user satisfaction. We put forward recommendations for further investigation: (1) inclusion of real users (citizens and businesses) in real-use setting in the evaluation process could help move forward the understanding of the relationship between website quality and end-user satisfaction; (2) the lack of correlation between website quality and user satisfaction could be a point of departure for critical discussions of future implementation of public information and services and (3) additional and in-depth research of the measurement of website quality in the public sector, user expectations and the impacts of website quality improvements on user satisfaction
    OriginalsprogEngelsk
    TidsskriftBehaviour and Information Technology
    Vol/bind31
    Udgave nummer7
    Sider (fra-til)697-706
    ISSN0144-929X
    StatusUdgivet - 2012

    Bibliografisk note

    CBS Bibliotek har ikke adgang til materialet
    CBS Library do not have access to the material

    Citer dette

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    title = "Public Websites and Human–computer Interaction: An Empirical Study of Measurement of Website Quality and User Satisfaction",
    abstract = "The focus of this paper is to investigate measurement of website quality and user satisfaction. More specifically, the paper reports on a study investigating whether users of high-quality public websites are more satisfied than those of low-quality websites. Adopting a human–computer interaction perspective, we have gathered data from the 2009 public website awards in Scandinavia. Our analysis of Norwegian and Danish websites reveals that the use of quality criteria is highly technical compared to the traditional usability testing focus on efficiency, effectiveness and satisfaction of the actual system use by representatives. A Pearson correlation analysis of user evaluation from 296 websites that participated in the Danish web award Bedst p{\aa} Nettet (‘Top of the Web’) showed no significant positive correlation between website quality and user satisfaction. We put forward recommendations for further investigation: (1) inclusion of real users (citizens and businesses) in real-use setting in the evaluation process could help move forward the understanding of the relationship between website quality and end-user satisfaction; (2) the lack of correlation between website quality and user satisfaction could be a point of departure for critical discussions of future implementation of public information and services and (3) additional and in-depth research of the measurement of website quality in the public sector, user expectations and the impacts of website quality improvements on user satisfaction",
    keywords = "Public Sector Websites, Human-computer Interaction, User Satisfaction, Website Evaluation, Website Quality",
    author = "Hanne S{\o}rum and Andersen, {Kim Normann} and Ravi Vatrapu",
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    year = "2012",
    language = "English",
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    pages = "697--706",
    journal = "Behaviour and Information Technology",
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    Public Websites and Human–computer Interaction : An Empirical Study of Measurement of Website Quality and User Satisfaction. / Sørum, Hanne; Andersen, Kim Normann; Vatrapu, Ravi.

    I: Behaviour and Information Technology, Bind 31, Nr. 7, 2012, s. 697-706.

    Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

    TY - JOUR

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    AU - Andersen, Kim Normann

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    N1 - CBS Bibliotek har ikke adgang til materialet CBS Library do not have access to the material

    PY - 2012

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    AB - The focus of this paper is to investigate measurement of website quality and user satisfaction. More specifically, the paper reports on a study investigating whether users of high-quality public websites are more satisfied than those of low-quality websites. Adopting a human–computer interaction perspective, we have gathered data from the 2009 public website awards in Scandinavia. Our analysis of Norwegian and Danish websites reveals that the use of quality criteria is highly technical compared to the traditional usability testing focus on efficiency, effectiveness and satisfaction of the actual system use by representatives. A Pearson correlation analysis of user evaluation from 296 websites that participated in the Danish web award Bedst på Nettet (‘Top of the Web’) showed no significant positive correlation between website quality and user satisfaction. We put forward recommendations for further investigation: (1) inclusion of real users (citizens and businesses) in real-use setting in the evaluation process could help move forward the understanding of the relationship between website quality and end-user satisfaction; (2) the lack of correlation between website quality and user satisfaction could be a point of departure for critical discussions of future implementation of public information and services and (3) additional and in-depth research of the measurement of website quality in the public sector, user expectations and the impacts of website quality improvements on user satisfaction

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