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.
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