Applying PQM to a Regional Portal

Portals have evolved from being simple providers of Web page access and corporate databases into being sites that support intelligent management, integration of applications and collaborative processing. Portals can be considered as an evolution of datawarehouses by extending its application to Intranets and giving access to all information resources and knowledge of a firm. All these facts make it essential that developed portals are of good quality. Our aim is to define a portal quality model and, to achieve it, we have used the GQM method. As our model is in the definition phase now, only its two first phases have been used. That is the reason why our model must be considered as a first approach and not as a close and definitive model. Our model, called PQM, is composed of six dimensions: tangibles, reliability, responsiveness, assurance, empathy and data quality. These dimensions have been obtained by means of the SERVQUAL method. Moreover, we have done a survey of the workers of the portal of Castilla-La Mancha (castillalamancha.es) to obtain their opinion and assesment about different aspects of this portal in relation to PQM. Index Terms — Quality assurance, quality concepts, model development. —————————— u ——————————