User Satisfaction Determinants for Digital Culture Heritage Online Collections

The aim of this paper is to identify the possible determinants that influence user satisfaction in the context of digital cultural heritage (DCH) online collections. The data was collected in 3 stages. For the first stage, literature studies were conducted in understanding the general overview about user satisfaction in various web-domains. Next, think-aloud protocol was conducted with a group of general user with nil background of cultural heritage. Two existing digital culture heritage online collections were used as the vehicle to get the findings. Lastly, existing studies on Herzberg Two-Factor Theory in webenvironment context was adapted and adopted in identifying the possible hygiene and motivator factors which influence the user satisfaction in this context of study. Keywords—User experience; user satisfaction; digital culture heritage online collections


INTRODUCTION
User satisfaction is one of the components in human computer interaction.According to Merriam Webster [1], satisfaction is defined as "the act of providing what is needed or desired".In any interaction between a user and an interface, achieving user satisfaction is the key in determining the successful of a product or a system Alawneh, Al-Refail and Batiha [2], user satisfaction is subjective to measure.Factors that influence a user to feel satisfy is unique to one another depending on individuals' needs, expectations and existing experience when interacting with an interface [3].Generally in web environment, satisfied user may "spend longer at a website, may revisit the website later, and may recommend the website to others [4].Thus, investigating possible website features of a web interface contribute to the satisfaction would be useful to study.
Despite vast area of studies had been conducted about user satisfaction in web environment [5][6] [7], the studies related to user satisfaction in digital cultural heritage (DCH) online collections domain are limited [8].UNESCO defined DCH as "…made up of computer-based materials of enduring value that should be kept for future generations".DCH online collections are usually online-based repositories of digitised cultural heritage assets [9] as a means of preservation.Preservation is nothing without public access.Hence, many major museums nowadays are going digital by digitising physical exhibit items and publish them online for worldwide audience.
The lack of findings on what makes user satisfies and dissatisfies specifically in DCH online collections may result to poor user experience (UX).User satisfaction is the result of good UX.The goal of UX is to create an overall positive experience for the user through the utility, ease of use and pleasure provided when interacting with an interface [10].Europeana in its Strategic Plan 2011 -2015, has recognized the importance of user satisfaction in DCH.In Malaysia, one of the agendas in National Policy of Creative Industry [11] is to urge user satisfactory studies towards the digital content of cultural heritage.
The aim of this paper is to identify the possible determinants that influence user satisfaction in the context of DCH online collections.The objective of this paper is to identify possible DCH web features that could be user satisfaction determinants.The determinants are important to be identified in understanding what makes such online collections produced are meeting the users' needs, expectations and existing experience.It is to provide insights that DCH online collection is not just a means of cultural heritage preservation but also is significant to the humancomputer interaction context.This study uses existing studies of Herzberg's Two-Factor findings as guidance in assisting the identification of DCH web features.
Herzberg's Two Factor Theory is a motivation theory based on two factors, which are motivator and hygiene factor.The theory derived based on studies about factors that lead to workers' satisfaction (motivator) or dissatisfaction (hygiene) in a working environment.Motivator factors are fulfilled by intrinsic feeling such as work achievement, job recognition, work itself, level of responsibility, advancement and growth.On the other hand, hygiene factors are the jobs' basic needs such as company policies, supervision, working conditions and salary [12].If these needs are not fulfilled, workers tend to feel dissatisfied.
In referring to Herzberg's theory, Zhang, Small, von Dran and Barcellos [4] proposed that creating a motivating website is similar to create a motivating workplace.In web environment, hygiene factors consists of the functionality of the website feature.For instance, a search feature in a website is useful in assisting user to seek for information by keywords.With such feature, it complements user-searching behaviour beyond clicking on navigations links or buttons.If such feature is absent, it might cause user dissatisfaction in seeking information by searching using keywords.Motivator factors in a website can be seen as factors that enhance user satisfaction.It is beyond the hygiene factors which might be subjective to the users.For instance, the usage of multimedia elements in a www.ijacsa.thesai.orgwebsite to attract user.The usage might impress user and hence increase the overall user satisfaction.However, if such feature is absent, user might not feel dissatisfied and only will leave user a neutral feeling towards it.Both hygiene and motivator go hands in hands.The hygiene factors must be present or else users will feel dissatisfied but if motivator factors are absent, it might leave user with neutral feeling but dissatisfied as long as the hygiene factors are fulfilled.
Questions that directed this study are: 1) What are the user satisfaction determinants of DCH online collections?
2) How would Herzberg Two-Factor Theory be applied to determine the user satisfaction determinants?

II. USER SATISFACTION IN VARIOUS DOMAINS
General review of user satisfaction in various domains was conducted in this paper.The definitions of user satisfaction and factors to influence it according to different domains were gathered to make it more comprehensible.The five (5) different domains that are selected are end-user computing, websites, e-satisfaction, e-retailers/e-services, online digital libraries and online tourism websites.Although all domains are web-based, each has different purposes and functions.Because of the differences, it is essential to study and identify what are the common definitions and factors to influence user satisfaction.This is to get the general overview of user satisfaction for web-based environment.Table 1 provides the definitions of user satisfaction in various web domains.
With the many definitions of user satisfaction being defined differently in different contexts, it can be seen that user satisfaction is subjective to measure and unique depending on the purpose of the interface or system.It is depending on the users' type, purpose and needs in interacting or using the interface or system."…is defined as the opinion of the user about a specific computer application which they use" [13].
"the extent to which users believe the information system available to them meets their information requirements" [14].
"a perceptual or subjective measure of system success" [15].
Websites "stickiness and the sum of all the website qualities that induce visitors to remain at the website rather than move to another site" [16].
It relates to the user's attitude about the websitehow enjoyable it is to use it [17].

E-Satisfaction
Ability for a service portal to be compatible with citizens' needs, desires and expectations [2].
E-Retailers/E-Services "Customer satisfaction means how a company provides, supplies or deliver products or services to meet customer needs and wants" [18].

III. FACTORS TO INFLUENCE USER SATISFACTION
There are many factors influencing user satisfaction.Usability, learnability, functionality, accessibility and ease of use are the factors to influence overall user satisfaction [19].Aesthetic, [20] interface design and joyful of use also could influence the factors [21]."Content, accuracy, format, ease of use, timeliness, satisfaction with system's speed, system reliability in End-User Computing Satisfaction (EUCS) that influence most end-users' satisfactions" 2. Website Design [23] Site organization, information content and navigation and revisit the website.
[24] Visual design, information architecture, information design, navigation design, content and interaction design Digital Online Libraries [35]  User friendly interface  Simple interface to access rich information maintained by cataloguers for decades [36] Ease of use predominantly by having:  Use clear and simple terminologies and instructions to be understood by general users  Consistent interface Replacing text buttons with graphical icons to increase user's attention  Easy navigation to reduce cognitive effort for information searching [37] Users prefer: Structured and leveled information presentation  Easiness of user to discover information  Learnability [38] Social metadata features; Information contributed by users through: Recommendations evaluate the content.

IV. METHODOLOGY
The study of this paper was conducted in 3 stages.Below are the details of each phase: 18 papers inclusive of different domains were chosen to study the factors.Factors of each paper were accordingly listed.Word frequency and thematic analysis were used to categorise similar categories that represent common meaning.Based on the word frequency, similar words that represent similar meanings were coded and frequencies of words were recorded.Twelve (12) themes were emerged during the analysis stage by using thematic analysis.The themes were listed from the most rated frequency to the least according to the chosen literature studies.Website A A non-commercial and approved concept of online metadata archive platform for Malaysian culture and heritage content.Users are able to contribute content that is related in forms of photographs, videos, links and oral stories to the website upon the website admistration approval.No user account is required in order to use this website.Website B A commercial user-generated of global content which display historical images with the concept of "pinning www.ijacsa.thesai.orgphotographs on the map".User needs to create an account in order to contribute photos but are free to browse through the collections as guest.Fig. 2. Historypin [40].
The criterion of the chosen websites were 1) publicaccessed online platform 2) purpose of website is to archive cultural heritage content 3) interface and approach in displaying content of both website must be dissimilar between the two websites.The relevance of these would help the authors to explore more in understanding the factors that could influence user satisfaction in the context of this study.
A purposive sampling was adopted in the study.Fraenkell and Wallen [41] defined purposive sampling as "a non random sample selected because prior knowledge suggests it is representative, or because those selected have the required information".14 participants were involved in this test, consisting of 8 undergraduate students, 3 postgraduate students and 3 academic researchers.These participants represented the general users who were not engaged with cultural heritage background.
Think-aloud protocol was applied with purposive sampling.Samples were asked to browse two (2) DCH online collections websites and were assigned to complete the tasks given.The gist of the tasks was searching for information by using the websites' user interface.Tasks created were based on the UX component suggested by Hartson and Pyla [42] which are usability, usefulness, emotional impact during interaction and savouring the memory after interaction.Oral data were then recorded and transcribed.Appropriate data and evidence recorded in Stage 2 with the identified themes in Stage 1 were taken into consideration in suggesting possible hygiene and motivator factors.
Results indicated that general users showed satisfaction when a website provides: 1) Attractive layout and visuals with dynamic interactivity that captures users attention.
2) Content are organised neatly and brief descriptions to assist users with information seeking behaviour.
3) Usability of the interface is expected to be there but it will not influence their overall user satisfaction.
Stage 3 The objective of this stage was to identify possible hygiene and motivator factors of DCH online collections.The identification were referred to the findings contributed by Zhang, Small, von Dran and Barcellos [4] as it suggested website features that could be able to provide user satisfaction based on Herzberg Two-Factor Theory.In Stage 3, the themes emerged in Stage 1 and think-aloud protocol evidences in Stage 2 were used to identify possible hygiene and motivator factors in DCH online collections setting.
The stages involved in this study are summarised as in Figure 3 below.

A. Possible User Satisfaction Determinants of Digital Cultural Heritage Online Collections
The results of this study referred to Zhang, Small, von Dran and Barcellos [4] findings in determining websites features that could be able to satisfy users according to Herzberg Hygiene and Motivator Factors.The theorized examples of possible both hygiene and motivator features in DCH online collections environment were suggested based on the think-aloud-protocol findings and secondary data.Table III shows the possible hygiene and motivator features in DCH online collections: www.ijacsa.thesai.org

VI. DISCUSSION
The study suggests that the user satisfaction determinants for DCH were identified supported with literature studies and according to user's evidences.These findings would be useful as a stronger guidance for designers to present the content of a cultural heritage online collections in a website that satisfies user by considering the user satisfaction determinants.
Interesting data from Stage 2 suggested that general users which are students associate user satisfaction with the overall vibrant and bold interface of the website while general users which are the academic researchers link user satisfaction with the quality of content provided in terms of information architecture and comprehensiveness of the DCH content.In terms of interactivity and advanced use of interaction in such websites, general users (students) highly appreciated it and gives them a sense of joyfulness to explore the website more with the interactivity.In contradiction with the general user (academic researchers), majority ignored any advanced www.ijacsa.thesai.orginteraction.Such features did not influence them to be satisfied with the website due to occupied daily tasks and prefer the standard way of web-based interaction with fewer clicks.Although users are the same user type, they possess different needs and demands.For instance, students have the willingness to explore the website more with the advanced type of interaction provided while the academic researchers refuse to explore further due to busy work demand.These are the important aspects to be understood in examining what makes user satisfies or dissatisfies when interacting with DCH online collections.
Existing studies on Herzberg's Theory were adapted and adopted in determining the user satisfaction determinants.Zhang, Small, von Dran and Barcellos [4] findings indicated examples of both hygiene and motivators of web features in a general context of web-based environment.Based on these fundamental and understanding, this study had extended existing studies and interpreted it in the context of DCH.With the data from literature studies and think-aloud-protocol, the validity of the findings can be assured.

VII. RECOMMENDATION AND FUTURE WORK
Results of this study were based on a small-scale sample and only consider a single type of user which is the general user with nil background of cultural heritage.For future work, it is recommended to apply this study to users with cultural heritage background.Different sample of background would give different perspective.This can be useful as an additional guidance to the designers to consider when designing a DCH online collections websites.

VIII. CONCLUSION
In conclusion, possible determinants of user satisfaction in the context of DCH online collections website were identified in this study.Although the findings represent the general users, however it still considers users different needs for both students and academic researchers.It is difficult to design a website that meets all types of users' needs but at least it can be done by fulfilling the general determinations of user satisfaction.
Stage 1The objective of Stage 1 was to have a general overview about user satisfaction specifically in web-based environment domain.The definitions and factors to influence user satisfaction were reviewed based on literature and existing studies.Various domains were selected including end-user computing, website design, e-government services, online tourism websites, online shopping websites and digital online libraries.Each domain differs from one another in terms of purpose and functions.Despite the differences, it is important to discover the common factors in influencing user satisfaction for web-based platforms in general.

The themes were: 1 .
Content and information 2. Interface & consistency 3. Website functions and features that promote ease of use 4. Easy navigation 5. Security 6.Positive feelings towards the website 7. Value added 8. Accuracy 9. Revisit website 10. Trust to the resources 11.Relationship among users 12. Accessibility Stage 2 Data collected in this stage was to explore whether existing DCH online collections are able to satisfy general type users.Two (2) existing DCH online collections were used as the vehicle to get the findings as shown in Figure 1 and Figure 2.Both were labeled as Website A and Website B. Website A contains Malaysian culture heritage whilst Website B is more global but mainly about the Western content.