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

Virginica Rusu, ALEXANDRU CRISTIAN RUSU , Daniel Guzmán, Diego Espinoza, Daniel Rojas, SILVANA PAOLA RONCAGLIOLO DE LA HORRA, DANIELA CONSTANZA QUIÑONES OTEY

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 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 languageEnglish
Title of host publicationDesign, User Experience, and Usability
Subtitle of host publicationDesign Thinking and Methods - 5th International Conference, DUXU 2016 Held as Part of HCI International 2016, Proceedings
EditorsAaron Marcus
PublisherSpringer Verlag
Pages499-508
Number of pages10
ISBN (Print)9783319404080
DOIs
StatePublished - 1 Jan 2016
Event5th 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 201622 Jul 2016

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume9746
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference5th 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/TerritoryCanada
CityToronto
Period17/07/1622/07/16

Keywords

  • Customer experience
  • Customer experience evaluation
  • Usability
  • User experience
  • Virtual travel agencies

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