User Needs of Digital Service Web Portals: A Case Study

ABSTRACT

The authors examined the needs of digital information service web portal users. More specifically, the needs of Korean cultural portal users were examined as a case study. The conceptual framework of a web-based portal is that it is a complex, web-based service application with characteristics of information systems and service agents. In addition, the users’ reactions to the technology can impact the service quality. As such, a model that specifically measured cultural portal user needs was created by implementing data quality, service quality and technology adoption models. Through confirmatory factor analyses and model respecifications, the authors suggest a measurement model consisting of 5 first-level latent variables, with 19 observed variables. The measurement model confirmed the research hypothesis that data quality, service quality, and technology adoption models complement each other in assessing the needs of cultural portal users.

Keywords:

• cultural portals
• data quality
• service quality
• technology adoption
• user study

ACKNOWLEDGMENTS

This work was supported by the National Research Foundation of Korea and is grant-funded by the Korean Government (NRF-2010-330-H00006).