1st international workshop on quality in web

1st International Workshop on Quality in Web EngineeringQuality in Web Engineering

Quality in Use Model for Web Portals (QiUWeP)

Mayte Herrera, Mª Ángeles Moraga, Ismael Caballero and Coral Caleroy , g g ,[email protected], {MariaAngeles.Moraga, Ismael.Caballero, Coral.Calero}@uclm.es

Alarcos Research Group, Department of Technologies and Information SystemsUniversity of Castilla – La Mancha

Paseo de la Universidad 4, 13071, Ciudad Real, Spain

July 6, 2010 Vienna, Austria

Content

1st International Workshop on Quality in Web Engineering

1. Introduction

2. Related Literature

1. Introduction


2.1 Perspective of Quality in SQuaRE2.1 Perspective of Quality in SQuaRE

2.2 Quality in Use in Web Portals

3. Proposal for a Quality in Use Model for Web Portals



3.1 Analysis

3 2 Q lit i M d l f U f W b P t l (QiUW P)

3.1 Analysis

3 2 Q lit i M d l f U f W b P t l (QiUW P)3.2 Quality in Model for Use for Web Portals (QiUWeP)

4. Conclusions and Future Work

3.2 Quality in Model for Use for Web Portals (QiUWeP)


Mayte Herrera, Mª Ángeles Moraga, Ismael Caballero and Coral Calero 6 de Julio del 20102

1. Introduction


Web portals offer a single point of access to a wide range ofWeb portals offer a single point of access to a wide range ofinformation, applications and services in a single environment.

Web portals enable and facilitate the collaboration and interactionWeb portals enable and facilitate the collaboration and interactionbetween users.

Companies establish and promote their web portals tocomplement, replace or expand their services to their customers,and may even have the intention of providing new services to newcustomers.

Web portals must successfully attract new users and maintainexisting ones.

One important success factor is to warranty the levels of quality ofthe web portals as software products.


1. Introduction


Work Environment

Quality in Use

External Quality Web Portal

Internal Quality

Users

External Quality Web Portal

Assessing the quality in use will allow to estimate how usable a WebP l i h b d i lik

Is it difficult for users to achieve their goals through the Web portal?

Portal might be and answers questions like:

Are users satisfied when they use a portal?

Does the web portal fit the user´s specific tasks?


1. Introduction


Assess Quality in Use in Web Portals

Quality in Use Model for Software Product in

SQ RESQuaREQuality in Use

Models found in related works

Quality in Use Model for Web Portalsrelated works for Web Portals


Content


1. Introduction


2.1 Perspective of Quality in SQuaRE



3.1 Analysis




2. Related Literature2.1 Perspective of Quality in SQuaRE


SQuaRE

Quality ModelsProduct Data Quality

Quality Model Division 2501n

Q litQuality Model Quality ModelQ y

in Use Model Quality Requirements Division 2503n

Quality Management

Division 2500n

Quality

Quality Evaluation

Division 2504nQ y

Measurement Division 2502n

Extension Division 25050 - 25099

Quality in use is the extent to which a product which is being used byifi t th i d t hi ifi l ithspecific users meets their needs to achieve specific goals with

effectiveness, efficiency, flexibility, safety and satisfaction in specificcontexts of use




The quality in use model defined in ISO/IEC 25010 defines threeThe quality in use model defined in ISO/IEC 25010 defines threemain characteristics: usability, safety and flexibility.

Usability: the extent to which a product can be used byspecified users to achieve specified goals with effectiveness,efficiency and satisfaction in a specified context of use.

S f t d f t d i t f h t l tSafety: degree of expected impact of harm to people, tobusinesses, to data, to software, to property or to theenvironment in the intended contexts of use .

Flexibility: take into account aspects of context conformity,context extendibility and accessibility. Flexibility alsoincludes aspects related to the users’ ability to modify theirincludes aspects related to the users ability to modify theirmeans of interaction with other users, and the appearance ofthe web portals’ interface to suit their individual needs and

f


preferences



Quality in Use Model for Software Product in ISO/IEC 25010

UsabilityUsability

EffectivenessEffectiveness

EfficiencyEfficiency

LikabilityLikability

PleasurePleasure

SatisfactionSatisfaction ComfortComfort

Trust Trust Commercial

DamageCommercial

Damage

Quality in use model

Quality in use model SafetySafety

ggOperator Health

& SafetyOperator Health

& SafetyPublic Health

and SafetyPublic Health

and Safetyand Safetyand SafetyEnvironmental

harmEnvironmental

harmContext

conformityContext

conformity

FlexibilityFlexibility

conformityconformityContext

ExtendibilityContext

Extendibility

AccessibilityAccessibility



2. Related Literature2.2 Quality in Use in Web Portals


Systematic Literature Review. Search engine: ACM, Scholary g ,google, Wiley, IEEE, etc.

Objetive: to find the quality in use characteristics andsubcharacteristics that are of interest to the end users of webportals.

The majority of the proposals are not focused on quality in useThe majority of the proposals are not focused on quality in usesatisfaction




The work presented in [6] specifically studied user satisfaction withd t th f b t l I th i k th th t di dregard to the usage of web portals. In their work, the authors studied

user satisfaction from the point of view of:

the web portal content, in terms of contained information, orwhen accessing external information resources,

th b t l d i i t f idi ith l tthe web portal design, in terms of providing users with a pleasant,usable and stable environment,

the web portal personalization capabilities in terms of servingthe web portal personalization capabilities, in terms of servingusers’ specific preferences and needs,

the web portal support for the formulation of virtualp pp f f fcommunities of users, in terms of bringing together users withsimilar interests and needs.




E-Qual [13] is an instrument for assessing characteristics such asbilit i f ti lit d i i t ti lit Th fusability, information quality, and service interaction quality. The focus

of attention in E-Qual is on user experience when using a Web Portalrather than site characteristics per se. The dimensions it includes are:

usability, which encompasses aspects such as navigation,d l fappearance and general ease of use,

information quality, which encompasses accuracy, timeliness,relevance, granularity and general believability of the information,relevance, granularity and general believability of the information,

service interaction quality, which encompasses service qualityconstructs such as security, trust, personalization and access to theorganization.




Works of [1, 2, 7, 14, 15] analyzes the perceived quality of service inb t l It i t i t t th t thi t f t t lweb portals. It is necessary to point out that this term refers to portal

users’ perceptions of the quality of all the information, applications andservices supplied. These studies point out that ensuring that theseservices meet quality requirements is essential to ensure businessoperations and user satisfaction .

In [15] the authors carry out an empirical study of organizational

empathy, which is similar to service interaction quality in E-Qual,

In [15] the authors carry out an empirical study of organizationalportals. This proposal identifies :

p y, q y Q ,

ease of use, which is similar to usability in E-Qual,

information quality, which maintains the same name as that usedinformation quality, which maintains the same name as that usedin E-Qual,

accessibility, which is similar to aspects of usability and service


interaction quality in E-Qual.



In [14] a study of business-to-consumer portals in Greece identifiedth f t

customer care and risk reduction benefit, which is similar toservice interaction quality in E-Qual,

three factors :

q y Q ,

information benefit, which is similar to information quality in E-Qual,

Interaction facilitation benefit, which is similar to usability in E-Qual, but extended by adding considerations of technical designand speedand speed.




In the study of [16], a revised list of characteristics was developed intoI t t b d ti i f i ti f ti ith ban Internet based questionnaire for measuring user satisfaction with web

sites. Questions were placed in different groups. These groups or factorswere :

Ease of use: which is related to the ability to easily navigatethrough a site and find required information,

Experience: which includes the visual and personal experience ofvisiting the site,

I f ti hi h i i d t i t t ithInformation: which is aimed at accessing content with anadequate levels of quality information,

Communication and integration: which are related to the way inCommunication and integration: which are related to the way inwhich the site is integrated with the external environment andcommunication with the user.


Content


1. Introduction





3.1 Analysis




3. Proposal for a Quality in Use Model for Web Portals3.1 Analysis


Quality in Use Model for Software Product

in SQuaREQuality in Use

Models found in related works

Quality in Use Model for Web Portals

To define a model for assess the quality in use for web portals, tree mainsteps were followed:1. The characteristics usability, safety and flexibility, defined in the

quality in use model of the ISO/IEC 25010 standard, were adaptedto the web portals context, since these characteristics affect the usep ,of portals by final users.

2. The subcharacteristics defined in the standard, that were consideredrelevants for web portal usage were adapted to this contexts Thoserelevants for web portal usage, were adapted to this contexts. Thosethat were not relevant were suppressed.

3. The obtained model was modified as a result of the analysis of the


yrelated existing works.



Effectiveness LikabilityEffectiveness Ease of Use

Usability Efficiency

Satisfaction

Pleasure

Comfort

Usability Efficiency

Satisfaction

Experience

PerceivedInteraction Quality

Trust

C i l

Operator HealthOperator Health& Safety

Q yPerceived

Transaction Quality

Sense ofE iQuality in Use

Model Safety

CommercialDamage

Public Healthand Safety

Sense of Community

Safety

EconomicDamage Risk

Personal Security Risk

Quality in Use Modelfor Web Portals

Environmentalharm

Context

y

Flexibility

Contextconformity

ContextExtendibilityFlexibility Personalization





Characteristics and subcharacteristics supported by related literature:

Quality in use for web portals characteristics and subcharacteristics

Characteristics and subcharacteristics supported by related literature:

QiUWeP [9] [6] [13] [14] [15] [1] [16]Effectiveness xEfficiency x

Usability

Efficiency xfa

ctio

n Ease of Use x x xExperience xPerceived Interaction Quality x x x x

Satis

f Perceived Interaction Quality x x x xPerceived Transaction Quality xSense of Community x x

Personal Security Risk x xSafety Personal Security Risk x xEconomic damage risk x x

Flexibility Accessibility x xPersonalization x


Personalization x

3. Proposal for a Quality in Use Model for Web Portals3.2 Quality in Model for Use for Web Portals (QiUWeP)


1. Usability: The extent to which a web portal can be used by specificy p y pusers to achieve specified goals with effectiveness, efficiency andsatisfaction in a specified context of use.

1.1 Effectiveness: The degree to which the web portal can be usedby the users to achieve their specific goals with accuracy andcompleteness in a specified context of use.

1.2 Efficiency: The degree of resources consumed by web portalusers in relation to the effectiveness reached in a specific context ofuse.

1.3 Satisfaction: the web portal users’ degree of satisfaction withregard to achieving their pragmatic and hedonic goals in a givenregard to achieving their pragmatic and hedonic goals in a givencontext of use. These goals are related to likability, trust andpleasure.




1.3.1. Ease of Use: The web portal users’ degree of satisfaction inp grelation to being able to use the portal easily to achieve their goals.Important aspects include simple, intuitive and consistentnavigation.g

1.3.2. Experience: The web portal users’ degree of satisfaction inrelation to the visual and personal experience of visiting the portal.I i l d d i d t l j bilit t t i tIssues include design and style, enjoyability or entertainment,along with acceptable response times for users/clients.

1.3.3. Perceived Interaction Quality: The web portal users’Q y pdegree of satisfaction with regard to the experience of interactingwith the organization via its web portal.

1 3 4 P i d T ti Q lit Th b l ’1.3.4. Perceived Transaction Quality: The web portal users’degree of satisfaction with regard to being able to carry out andcomplete all the operations that they wish to through the web

l


portal.



1.3.5. Sense of Community: The web portal users’ degree ofy p gsatisfaction in relation to meeting, collaborating andcommunicating with other users with similar interests andneeds.

2. Safety: The degree, to which the web portal does not, under specifiedconditions lead to a state in which the personal security of its users is

needs.

conditions, lead to a state in which the personal security of its users isendangered and economic damage is caused.

2 1 Personal Security Risk: the degree of expected impact of harm2.1 Personal Security Risk: the degree of expected impact of harmto the personal security of the portal`s users or clients in theintended contexts of use.

2.2 Economic damage risk: the degree of expected impact ofcausing economic damage to the web portal users owing to insecureoperations in the intended contexts of use


operations in the intended contexts of use.



3. Flexibility: the degree to which the quality in use requirements fory g q y qweb portals can be achieved in different contexts of use and for as manyusers as possible. Flexibility can be achieved by adapting the web portalto additional user groups or cultures Flexibility enables portals toto additional user groups or cultures. Flexibility enables portals toconsider circumstances, opportunities and individual preferences.

3.1 Accessibility: the degree of effectiveness, efficiency, safety andsatisfaction, when people with the widest range of capabilities usethe web portal.

3 2 P li ti th d t hi h th dif3.2 Personalization: the degree to which the users can modifycertain aspects of the portal to suit their specific preferences andneeds.





EffectivenessEffectivenessEase of UseEase of Use

UsabilityUsability EfficiencyEfficiency

SatisfactionSatisfaction

ExperienceExperience

Perceived I iPerceived

I i

Quality in Use for Web Portals

Quality in Use for Web Portals

Interaction Quality

Interaction Quality

Perceived Perceived SafetySafety



Economic DamageEconomic Damage Transaction Quality

Transaction Quality

Sense of Sense of

Economic DamageRisk

Economic DamageRisk

Fle ibilitFle ibilitAccessibilityAccessibility

CommunityCommunityFlexibilityFlexibilityPersonalizationPersonalization


Content


1. Introduction





3.1 Analysis






The quality of web portals is worth observing and should beevaluated taking into account the different perspectives of quality.

The quality in use is the perception of the quality provided byfi l d h l f i h lfinal users, and the results of using the portal.

Although some characteristics of quality in use have been studiedfor the context of web portals in the literature analyzed no qualityfor the context of web portals in the literature analyzed, no qualityin use model were aligned with the ISO/IEC 25010 standard.

In this proposal we have defined a quality in use model for webp p q yportals.

This proposal takes as basis the ISO/IEC 25010, along withi l d i di hi h k i icertain related previous studies which were taken into account in

order to define the characteristics and subcharacteristics of themodel that are needed to assess quality in use in the context of


web portals



As part of this work we are currently defining measures ofeffectiveness, efficiency, safety and flexibility.

As part of these measurements, we are working on a questionnaireh i f i f h f b lto assess the satisfaction of the users of a web portal.

As part of our future work, the appropriateness of this model willbe validated by applying it to assess the quality in use of variousbe validated by applying it to assess the quality in use of variousweb portals in different context of use.

This will be made using techniques of empirical validations asg q psurveys and the analysis of the results of these evaluations willmake possible refine the model if it were necessary.


5. References


1. Tate, M., et al., Stakeholder Expectations of Service Quality in a University Web Portal. 2009.p. 1-21.2. Tate, M.E., J. Hope, B. Barnes, S. , Perceived Service Quality in a University Web Portal:Revising the E-Qual Instrument. 2007.3. Aneja A, Brooksby B, and R. C, Corporate portal framework for transforming content chaosj , y , , p p f f f gon intranets. Intel Technology Journal, 2001. 11: p. 21–28.4. Mª Ángeles Moraga, Coral Calero, and M. Piattini, A First Proposal of a Portal Quality Model,in IADIS International Conference. 2004.5 Collins H Corporate Portal Definitions and Features New York NY USA Amacom5. Collins, H., Corporate Portal Definitions and Features. New York, NY, USA, AmacomBooks., 2001.6. Nikos Manouselis and D.G. Sampson, Multiple Dimensions of User Satisfaction as QualityCriteria for Web Portals, in ICWI. 2004, IADIS. p. 535-542.7 Li C T T C D d H H T i A t d f th i lit f l t l7. Liu, C.-T., T.C. Du, and H.-H. Tsai, A study of the service quality of general portals.Information & Management, 2009. 46(1): p. 52-56.8. Bevan, N., Quality in use: Meeting user needs for quality. Journal of Systems and Software,1999. 49: p. 89-96.9. ISO/IEC CD 25010.3: Systems and software engineering – Software product QualityRequirements and Evaluation (SQuaRE) – Software product quality and system quality in usemodels. ISO (2009). .10. ISO/IEC 9126-1: Software engineering – Product quality - Part 1: Quality model. ISO (2001).


f g g q y Q y ( )

5. References


11. Bevan, N., Extending Quality in Use to Provide a Framework for Usability Measurement.g Q y f y2009. p. 13-22.12. P Zhang, RV Small, and G. Dran, Websites that Satisfy Users: A Theoretical Framework forWeb User Interface Design and Evaluation, in Proceedings of 32nd IEEE InternationalConference on System Sciences Hawaii USA 1999Conference on System Sciences, Hawaii, USA. 1999.13. WebQual home page. http://www.webqual.co.uk/.14. Gounaris S, D.S., Assessing service quality on the web: Evidence from business to consumerportals. The Journal of Services Marketing, 2003: p. 17:529.15 Kuo T L I Huang C et al Measuring user’s perceived portal service quality: An empirical15. Kuo T, L.I., Huang C et al., Measuring user s perceived portal service quality: An empiricalstudy. Total Quality Management and Business Excellence, 2005: p. 16:309.16. Stuart Barnes and R. Vidgen, WebQual: An exploration of Web-site Quality, in Proceedingsof the Eighth European Conference on Information Systems, Vienna. 2000.17. ISO 9241-171: Ergonomics of human-system interaction – Part 171: Guidance on softwareaccessibility. ISO (2008).18. M. Wynn and S. Zhang, Web Portals in SMEs - Two Case Studies, in Proc. of the 2008 Thirdinternational Conference on Internet and Web Applications and Service (ICIW). IEEE Computerf pp ( ) pSociety. 2008.19. Carmen Moraga, M.M., Coral Calero, Angélica Caro, SQuaRE-Aligned Data Quality Modelfor Web Portals, in Ninth International Conference on Quality Software. 2009. p. 117-122.


1st International Workshop on Quality in Web EngineeringQuality in Web Engineering


Mayte Herrera, Mª Ángeles Moraga, Ismael Caballero and Coral Caleroy , g g ,[email protected], {MariaAngeles.Moraga, Ismael.Caballero, Coral.Calero}@uclm.es

Alarcos Research Group, Department of Technologies and Information SystemsUniversity of Castilla – La Mancha

Paseo de la Universidad 4, 13071, Ciudad Real, Spain

July 6, 2010 Vienna, Austria

1st international workshop on quality in web

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