WEBSITE USABILITY EVALUATION OFTWO TOP AIRLINES IN THE PHILIPPINESOFFERING ONLINE BOOKING INQUIRIES                      P...
GLOBALIZATION AND E - COMMERCE  COMMUNICATE AND TRANSACTIONS POOR PERFORMANCE AFFECTS MARKET POSITIONS SERVICE TYPE OF BUS...
This study attempts to evaluate the website usability of two topairline companies in the Philippines, specifically the Phi...
METHODOLOGY• set – up was done inside the house of therespondents using one laptop and a tattoobroadband stick• area is wi...
PRESENTATION,INTERPRETATION AND ANALYSIS    OF DATA        P: 555.123.4568 F: 555.123.4567        123 West Main Street, Ne...
P: 555.123.4568 F: 555.123.4567123 West Main Street, New York,NY 10001                                  |   www.rightcare....
P: 555.123.4568 F: 555.123.4567123 West Main Street, New York,NY 10001                                  |   www.rightcare....
1. Explore the website2. Inquire for the cheapest flight from Cebu toBacolod.      How much is the cheapest flight? ___3. ...
Prevalence rate of Affirmative Answers for   Quantity of Information                            Quality of Information    ...
Prevalence rate of Affirmative Answers forDependability of Interface                             Appearance               ...
Prevalence rate of Affirmative Answers for    Communication                                         Security              ...
Prevalence rate of Affirmative Answers for        Customer Satisfaction                                           NOTE:   ...
HEURISTIC   EVALUATION of PHILIPPINE AIRLINESAND CEBU PACIFIC AIR             P: 555.123.4568 F: 555.123.4567             ...
1. Transparent Background Design of Submenus2. Only 3 languages were provided                               P: 555.123.456...
3. Multi – destination is not included in the Trip  Type options                     P: 555.123.4568 F: 555.123.4567      ...
4. In relation to no. 3 “ failed options inquiry”    P: 555.123.4568 F: 555.123.4567                              |       ...
5. Once the flight is selected,the user would have to click                           P: 555.123.4568 F: 555.123.4567     ...
6. Air fare summary             P: 555.123.4568 F: 555.123.4567             123 West Main Street, New York,             NY...
7. Inconsistent menus              P: 555.123.4568 F: 555.123.4567                    |              123 West Main Street,...
8. A new window for FLIGHT menu                    P: 555.123.4568 F: 555.123.4567                            |           ...
9. Inconsistent menus and sub-menus                       P: 555.123.4568 F: 555.123.4567                                |...
1.   Inconsistent menus and sub-menus                               P: 555.123.4568 F: 555.123.45672.                     ...
3. Authentication required for Robinsons – Cebu Pacific     Mastercard when “Back to top” is clicked                      ...
FINDINGSUser testing and heuristic review by theproponent as usability tools can identify errorsregarding with the process...
CONCLUSION  Therefore, there is a need to improve the  websites of both airline companies, as  supported with the data pre...
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website usability evaluation of two top airlines in the Philippines offering online booking inquiries

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website usability evaluation of two top airlines in the Philippines offering online booking inquiries

  1. 1. WEBSITE USABILITY EVALUATION OFTWO TOP AIRLINES IN THE PHILIPPINESOFFERING ONLINE BOOKING INQUIRIES P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  2. 2. GLOBALIZATION AND E - COMMERCE COMMUNICATE AND TRANSACTIONS POOR PERFORMANCE AFFECTS MARKET POSITIONS SERVICE TYPE OF BUSINESSRationale P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  3. 3. This study attempts to evaluate the website usability of two topairline companies in the Philippines, specifically the Philippine Airline(PAL) and the Cebu Pacific Air, that answers the following;1.How satisfactory the websites performance in terms of: * quality of information? * quantity of information? * dependability of interface? * appearance? * communication? * security? * total customer satisfaction? 2. What are the factors that affect the performance of the website? 3. What are the recommendations that would improve theperformance of the two websites? STATEMENT OF THE PROBLEM | P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 www.rightcare.com
  4. 4. METHODOLOGY• set – up was done inside the house of therespondents using one laptop and a tattoobroadband stick• area is within the boundary of Cebu City• 5 First – time users were chosen randomly• instruments used were survey questionnaire,user - testing and heuristic evaluation P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  5. 5. PRESENTATION,INTERPRETATION AND ANALYSIS OF DATA P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  6. 6. P: 555.123.4568 F: 555.123.4567123 West Main Street, New York,NY 10001 | www.rightcare.com
  7. 7. P: 555.123.4568 F: 555.123.4567123 West Main Street, New York,NY 10001 | www.rightcare.com
  8. 8. 1. Explore the website2. Inquire for the cheapest flight from Cebu toBacolod. How much is the cheapest flight? ___3. Inquire for the cheapest flight from Cebu toDisneyland in Hongkong How much is the cheapest flight?____ 2. All were successful – 866 php (CPA) / 1899;TASK 2099; 1624 php (PAL) 3. 4 of them were not successful P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, www.rightcare.com 1 successful – 5, 039 flight promo package NY 10001
  9. 9. Prevalence rate of Affirmative Answers for Quantity of Information Quality of Information Cebu Philippine Cebu – Philippine Pacific Airlines Pacific Air Airlines Air commands used &system give relevant 4 5 4 5 means the same way information potentials errors are information is too 3 5 2 1 recognized large multiple options are system prevent users 5 5 3 4 provided from errorsinformation matches system warn users 4 5 2 3 the expected from errors instructions andinformation is clear as 4 5 prompts message 2 3 performed appear P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, | 56% www.rightcare.com 80% 76% 84% NY 10001
  10. 10. Prevalence rate of Affirmative Answers forDependability of Interface Appearance Cebu Cebu Philippine Philippine Pacific Pacific Airlines Airlines Air Airicons are concrete and site structure is 5 4 2 3 familiar simple and clean menu choices are color choices allow 4 5 5 4ordered in logical way easy and readability field labels are brief 5 5 and descriptive colors correspond to 5 4 allow controls by expectations 2 2 keyboard shortcut many menu items 4 4options or menus are are present 4 5 aestheticallyselectable by cursor 2 4 pleasingMain Street, New York, 123 West site P: 555.123.4568 F: 555.123.4567 | www.rightcare.com 80% 84% NY 10001 72% 64%
  11. 11. Prevalence rate of Affirmative Answers for Communication Security Cebu Cebu Philippine Philippine Pacific Pacific Airlines Airlines Air Aironline help is present 5 5 waits users signal 4 4 before processingavailable help is useful 4 5 site map is always undo function at 4 4 3 3 ready single action help information is users can cancel out 4 3 accurate & 3 5 operations understandable observable delay 3 3 with the system vocabulary is appropriate for 3 5 users prompted if 4 3 audience delays are present P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, | www.rightcare.com 76% 96% NY 10001 72% 64%
  12. 12. Prevalence rate of Affirmative Answers for Customer Satisfaction NOTE: Philippine Cebu Airlines Pacific Airsystem avoid customers 3 feedback Answers quantity and quality of 4 4 in information satisfied preference website appearance of the 4 5 satisfied users or user - friendly system 2 5 respondents over - all satisfied with 3 4 the services P: 555.123.4568 F: 555.123.4567 52% 84% 123 West Main Street, New York, NY 10001 | www.rightcare.com
  13. 13. HEURISTIC EVALUATION of PHILIPPINE AIRLINESAND CEBU PACIFIC AIR P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  14. 14. 1. Transparent Background Design of Submenus2. Only 3 languages were provided P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  15. 15. 3. Multi – destination is not included in the Trip Type options P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  16. 16. 4. In relation to no. 3 “ failed options inquiry” P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, NY 10001 www.rightcare.com
  17. 17. 5. Once the flight is selected,the user would have to click P: 555.123.4568 F: 555.123.4567 |this icon 123 West Main Street, New York, NY 10001 www.rightcare.com
  18. 18. 6. Air fare summary P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | www.rightcare.com
  19. 19. 7. Inconsistent menus P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, NY 10001 www.rightcare.com
  20. 20. 8. A new window for FLIGHT menu P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, NY 10001 www.rightcare.com
  21. 21. 9. Inconsistent menus and sub-menus P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, NY 10001 www.rightcare.com
  22. 22. 1. Inconsistent menus and sub-menus P: 555.123.4568 F: 555.123.45672. | Clickable homepage icon but unnoticeable 123 West Main Street, New York, NY 10001 www.rightcare.com
  23. 23. 3. Authentication required for Robinsons – Cebu Pacific Mastercard when “Back to top” is clicked P: 555.123.4568 F: 555.123.4567 | 123 West Main Street, New York, NY 10001 www.rightcare.com
  24. 24. FINDINGSUser testing and heuristic review by theproponent as usability tools can identify errorsregarding with the process, layout and functionsof the website.There were factors to consider in the Although, the two airlinedesigned user – testing. First is the companies are known to be auser’s experience in using the stable and strong company, therecomputer and the website. User’s are still issues met regarding withexperience entails that the user had the usability of their websites.much knowledge on using the functionsfor computer with different websites. The most prevalent issue that occurred is the consistency of theUsers with more experience in different functions and menus. Probably,websites could handle and finish the the website’s intention was totask easily without having doubts with designate all relevant keywords in the form of submenus but it only P: 555.123.4568 F: 555.123.4567their actions. some of the York, | www.rightcare.com made 12310001Main Street, Newusers confuse. NY West
  25. 25. CONCLUSION Therefore, there is a need to improve the websites of both airline companies, as supported with the data presented in chapter 2. A company that involves in the line of E-commerce needs to determine itsRECOMMENDATIONS goals, whether to increase its sales, retention, customer’s loyalty and Return of Investment. Both the company and the customer are investing once they directly involve in• Is made through the problems or figures identified e – commerce. With that,• Guidelines as provided by Web improvements should take place and Accessibility Initiative (WAI) necessary actions must be given P: 555.123.4568 F: 555.123.4567 123 West Main Street, New York, NY 10001 | place. whenever complications takewww.rightcare.com

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