An adaptive e-questionnaire for measuring user perceived portal quality

In this paper we describe an adaptive e-questionnaire system that can be used for measuring user feedback concerning the quality of portals and e-services. The proposed system applies three axes of adaptation: based on real-time feedback from users through questionnaires, based on problems encountered by the user and based on metadata of the pages visited by the user. The system is based on a model for adaptive quality measurement (MAQM), which comprises different ontologies including concepts regarding the quality of portal and e-services, the questions and questionnaires, the portal characteristics (e.g. page types), the user behavior and the user-encountered problems. The results of evaluating the system’s usefulness in an e-government portal are indicative of the value added of our approach. The user experience associated with the quality assessment process is improved and the portal provider gets better feedback in terms of quantity and quality.