A service quality model for web-services evaluation in cultural heritage management

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.