A Flexible Evaluation Framework for Web Portals Based on Multi-Criteria Analysis

In this chapter, the issue of subjective evaluation of Web portals for assessing user satisfaction is addressed. We present an evaluation framework for addressing the multiple dimensions of Web portals that can affect users’ satisfaction. The objective of this framework is to specify a set of total satisfaction indicators that allows monitoring of the user-perceived quality level of a Web portal and comparing the results from different evaluation groups. Initially, we study the multiple dimensions related with four main satisfaction factors: Web portal content, Web portal design, Web portal personalization, and Web portal community support. Then, we propose a multiple criteria model that synthesizes assessment upon the multiple satisfaction dimensions into a set of monitorable quality metrics. We present how the multi-criteria model is engaged throughout the framework stages to support subjective evaluation of Web portals. Finally, we demonstrate the application of the proposed framework in the context of the summative evaluation of the Greek Go-Digital e-business awareness and training portal for very small and medium enterprises (vSMEs).