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A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management

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Computational Science and Its Applications - ICCSA 2011 (ICCSA 2011)

Part of the book series: Lecture Notes in Computer Science ((LNTCS,volume 6783))

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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 geo-referenced 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.

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Author information

Authors and Affiliations

  1. Basque Centre for Climate Change BC3, Bilbao, Spain and Fondazione Eni Enrico Mattei, Venezia, Italy

    Aline Chiabai

  2. Department of Geography, University of Padova, Italy

    Lorena Rocca

  3. Fondazione Eni Enrico Mattei, Venezia, Italy

    Lorena Rocca

  4. Fondazione Eni Enrico Mattei, Viggiano, Potenza, Italy

    Livio Chiarullo

Authors
  1. Aline Chiabai
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  2. Lorena Rocca
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  3. Livio Chiarullo
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Editor information

Editors and Affiliations

  1. Basilicata University Potenza, L.I.S.U.T. - D.A.P.I.T., 10, Viale dell’Ateneo Lucano, 85100, Potenza, Italy

    Beniamino Murgante

  2. Department of Mathematics and Computer Science, University of Perugia, Via Vanvitelli, 1, 06123, Perugia, Italy

    Osvaldo Gervasi

  3. Department of Applied Mathematics and Computational Sciences, University of Cantabria,, Avda. de los Castros, s/n, Santander, C.P. 39005, Spain

    Andrés Iglesias

  4. School of Business Systems, Monash University, VIC 3800, Clayton, Australia

    David Taniar

  5. Department of Intelligent Informatics, Kyushu Sangyo University, 2-3-1 Matsukadai, 813-8503, Higashi-ku, Fukuoka, Japan

    Bernady O. Apduhan

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© 2011 Springer-Verlag Berlin Heidelberg

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Chiabai, A., Rocca, L., Chiarullo, L. (2011). A Service Quality Model for Web-Services Evaluation in Cultural Heritage Management. In: Murgante, B., Gervasi, O., Iglesias, A., Taniar, D., Apduhan, B.O. (eds) Computational Science and Its Applications - ICCSA 2011. ICCSA 2011. Lecture Notes in Computer Science, vol 6783. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-21887-3_18

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  • DOI: https://doi.org/10.1007/978-3-642-21887-3_18

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-21886-6

  • Online ISBN: 978-3-642-21887-3

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