Assessing the customer eXperience based on quantitative data: Virtual travel agencies

Virginica Rusu; Cristian Rusu; Daniel Guzmán; Diego Espinoza; Daniel Rojas; Silvana Roncagliolo; Daniela Quiñones

doi:10.1007/978-3-319-40409-7_47

Assessing the customer eXperience based on quantitative data: Virtual travel agencies

Virginica Rusu, Cristian Rusu, Daniel Guzmán, Diego Espinoza, Daniel Rojas, Silvana Roncagliolo, Daniela Quiñones

SCHOOL OF COMPUTER ENGINEERING

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

7 Scopus citations

Abstract

Usability is a key concept that refers not only to software systems, but also to products and services. User eXperience (UX) extends the usability concept. The broader concept of Customer eXperience (CX) is emerging. There are well established usability evaluation methods, but evaluating UX is more challenging. UX evaluation methods are also able to evaluate some CX aspects; some others require specific methods. The paper analyzes quantitative data on customers’ opinion, freely available at two virtual travel agencies’ websites.

Original language	English
Title of host publication	Design, User Experience, and Usability
Subtitle of host publication	Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings
Editors	Aaron Marcus
Publisher	Springer Verlag
Pages	499-508
Number of pages	10
ISBN (Print)	9783319404080
DOIs	https://doi.org/10.1007/978-3-319-40409-7_47
State	Published - 2016
Event	5th International Conference on Design, User Experience, and Usability, DUXU 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016 - Toronto, Canada Duration: 17 Jul 2016 → 22 Jul 2016

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	9746
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	5th International Conference on Design, User Experience, and Usability, DUXU 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016
Country/Territory	Canada
City	Toronto
Period	17/07/16 → 22/07/16

Keywords

Customer experience
Customer experience evaluation
Usability
User experience
Virtual travel agencies

Access to Document

10.1007/978-3-319-40409-7_47

Cite this

Rusu, V., Rusu, C., Guzmán, D., Espinoza, D., Rojas, D., Roncagliolo, S., & Quiñones, D. (2016). Assessing the customer eXperience based on quantitative data: Virtual travel agencies. In A. Marcus (Ed.), Design, User Experience, and Usability: Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings (pp. 499-508). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 9746). Springer Verlag. https://doi.org/10.1007/978-3-319-40409-7_47

Rusu, Virginica ; Rusu, Cristian ; Guzmán, Daniel et al. / Assessing the customer eXperience based on quantitative data : Virtual travel agencies. Design, User Experience, and Usability: Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings. editor / Aaron Marcus. Springer Verlag, 2016. pp. 499-508 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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Rusu, V, Rusu, C, Guzmán, D, Espinoza, D, Rojas, D, Roncagliolo, S & Quiñones, D 2016, Assessing the customer eXperience based on quantitative data: Virtual travel agencies. in A Marcus (ed.), Design, User Experience, and Usability: Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 9746, Springer Verlag, pp. 499-508, 5th International Conference on Design, User Experience, and Usability, DUXU 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016, Toronto, Canada, 17/07/16. https://doi.org/10.1007/978-3-319-40409-7_47

Assessing the customer eXperience based on quantitative data: Virtual travel agencies. / Rusu, Virginica; Rusu, Cristian; Guzmán, Daniel et al.
Design, User Experience, and Usability: Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings. ed. / Aaron Marcus. Springer Verlag, 2016. p. 499-508 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 9746).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Guzmán, Daniel

AU - Espinoza, Diego

AU - Rojas, Daniel

AU - Roncagliolo, Silvana

AU - Quiñones, Daniela

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N2 - Usability is a key concept that refers not only to software systems, but also to products and services. User eXperience (UX) extends the usability concept. The broader concept of Customer eXperience (CX) is emerging. There are well established usability evaluation methods, but evaluating UX is more challenging. UX evaluation methods are also able to evaluate some CX aspects; some others require specific methods. The paper analyzes quantitative data on customers’ opinion, freely available at two virtual travel agencies’ websites.

AB - Usability is a key concept that refers not only to software systems, but also to products and services. User eXperience (UX) extends the usability concept. The broader concept of Customer eXperience (CX) is emerging. There are well established usability evaluation methods, but evaluating UX is more challenging. UX evaluation methods are also able to evaluate some CX aspects; some others require specific methods. The paper analyzes quantitative data on customers’ opinion, freely available at two virtual travel agencies’ websites.

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Rusu V, Rusu C, Guzmán D, Espinoza D, Rojas D, Roncagliolo S et al. Assessing the customer eXperience based on quantitative data: Virtual travel agencies. In Marcus A, editor, Design, User Experience, and Usability: Design Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings. Springer Verlag. 2016. p. 499-508. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-319-40409-7_47

Assessing the customer eXperience based on quantitative data: Virtual travel agencies

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