Acceso usuarios
Misook Heo
Title: User satisfaction with portals: testing for factorial validity and invariance across age groups Author(s): Misook Heo, (Instructional Technology Program, Duquesne University, Pittsburgh, Pennsylvania, USA) Citation: Misook Heo, (2013) "User satisfaction with portals: testing for factorial validity and invariance across age groups", Online Information Review, Vol. 37 Iss: 5, pp.804 - 820 Keywords: Cultural heritage portals, Measurement invariance, Portal measurement model, User satisfaction Article type: Research paper DOI: 10.1108/OIR-06-2012-0099 (Permanent URL) Publisher: Emerald Group Publishing Limited Acknowledgements: This work was supported by the National Research Foundation of Korea and is grant funded by the Korean Government (NRF-2010-330-H00006).
Abstract:
Purpose � The goals of this study are to evaluate the factorial validity of a measurement model of cultural heritage portals and to test the model's invariance as it relates to user satisfaction.
Design/methodology/approach � A measurement model was created by adapting multiple existing scales with the hypothesis that overall user satisfaction with a cultural heritage portal consists of satisfaction with data quality, satisfaction with service quality and users' technology acceptance. The validity of the indicator variables of each of the adapted scales was tested, then a combined measurement model was tested, via confirmatory factor analysis. The re-specified measurement model was then tested for invariance between two age groups with increasingly stringent criteria.
Findings � The analyses indicated that the three frameworks complement each other in assessing the factors influencing user satisfaction, especially in cultural heritage portals, and that the factor structure is the same across age groups, confirming the findings of the recent online trend: some of the key internet activities such as information consumption are becoming uniformly popular across different age groups.
Originality/value � Considering that it is not usual for non-profit organisations to assess customer satisfaction, and there exists limited literature examining factors influencing user satisfaction with cultural heritage portals, especially with different age populations, the findings of the current study provide a valuable contribution to the literature. The study also benefits practitioners in the field by providing a framework to assess user satisfaction with existing cultural heritage portals and/or to build cultural heritage portals in a way that increases users' satisfaction, regardless of age group.
