Information and Knowledge Management using ArcGIS ModelBuilder

Panagiotis Manolitzas et al.
Another disadvantage of action diagrams is that they do not inform how much efforts must be made
for improvement to be achieved. This kind of problem is solved by improvement diagrams. More
specifically, improvement diagrams take into account customers demanding level and are used in
order to rank improvement priorities. Improvement diagrams are divided into quadrants according to
demand and effectiveness. Thus, priority should be given to satisfaction criteria having large room for
improvement and needing little effort. Finally, satisfaction dimensions should rank last in terms of
priority with low dissatisfaction level needing substantial effort to improve.
4. Users satisfaction survey
4.1 Satisfaction criteria
The most important stage of the survey is the development of the questionnaire. The set of
satisfaction criteria in this survey is based on bibliographical research. Grigoroudis et al (2008)
introduced a questionnaire in order to measure the web site quality. We used some questions of this
survey but we added more according to the needs of this survey. The questionnaire developed for the
purpose of this study consists of two major parts. The first part investigates the users’ profile: 1)
Gender (Male-Female), 2) Age (18-25, 36-45, 46-55, over 56), 3) Educational level (secondary
education, higher education, Postgraduate/ dictatorate), 4) Income level (