ERIC Number: ED482104
Record Type: Non-Journal
Publication Date: 2002-Apr
Reference Count: N/A
Statistics, Structures & Satisfied Customers: Using Web Log Data to Improve Site Performance.
This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic management approach for online service delivery. The goal is to present a methodology and a set of potential e-metrics for evaluating and improving user experience on museum Web sites. In this model, customer satisfaction, measured through quantitative analysis, provides benchmarks for site performance and directions for future development. A hierarchy of Web user needs is presented. The following four tiers of this proposed framework map the stages by which users access and explore a site: (1) Can I find it? (2) Does it work? (3) Does it have what Im looking for? and (4) Does it satisfy my needs? (Contains 13 references.) (MES)
Descriptors: Evaluation Methods, Foreign Countries, Information Seeking, Models, Museums, User Needs (Information), User Satisfaction (Information), Users (Information), Web Sites, World Wide Web
For full text: http://www.archimuse.com/mw2002/papers/peacock/peacock.html/.
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: Australia