Abstract
<p class="Abstract">The objective of this study was to unveil the importance of emotions and feelings in developing mobile-based tourism applications. We gathered and analyzed emotional requirements to develop a mobile context-aware application for tourists. Emotional requirements are non-functional requirements affecting users’ emotional experiences around using applications, which are important for sustainable application usage. Many tourism applications exist, but were designed without considering emotional requirements or related UX factors and emotions. We developed a proof-of-concept prototype service-based context-aware tourism application (SCATA), and users participated in the design and evaluation processes. Emotional requirements are key to sustainable usage, especially regarding security. This paper details the application design and evaluation processes, emotional requirements analysis in each design phase, and the emotional effects of content accessibility in the application’s offline mode in unknown environments. The results show that trust, security, adjustability, and reliability are important factors to users, especially in unknown environments.</p>
Highlights
Tourism and information technology (IT) are two entities with significant financial potential worldwide
Evaluation of the servicebased context-aware tourism application (SCATA) based on emotional engagement analysis (EEA) [40]
The emphasis in this case study was on determining which emotional factors are essential for tourists and for tourism mobile applications
Summary
Tourism and information technology (IT) are two entities with significant financial potential worldwide And together, they are changing the way societies operate [1]. In addition to supporting traditional activities associated with tourism, tourism companies could increase customer satisfaction by offering new types of digital guides and navigation aids as added-value services. Existing tourism applications mainly provide information and support for city navigation services [18], where the use context of the mobile device does not significantly differ from typical mobile Internet usage, for example, when checking social media updates or answering phone calls while walking and traveling in city environments. Mobile applications provide value for tourists engaging in outdoor tourism activities [19], and customized mobile guide services can be simultaneously delivered for use by several tourism companies [12]
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