User Experience of Trip Arrangements: A Comparison of Mobile Device and Computer Users

Niklas Eriksson
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Niklas Eriksson: Arcada University of Applied Sciences, Finland

International Journal of E-Services and Mobile Applications (IJESMA), 2012, vol. 4, issue 2, 55-69

Abstract: This study examines the user experience of arranging a trip of low-intermediate complexity over a mobile device using existing travel services. A research platform is presented and findings reported to reveal the potential problem areas that users face when using their mobile device to make trip arrangements on a mobile device. The results are compared with computer users to understand whether the problems that mobile users face are statistically significant when compared with the potential problems that computer users face. To gain deeper understanding, the authors also analyze whether the type of services, mobile devices and user skills have an impact on the self-arrangement experience on a mobile device. Data was collected through controlled classroom experiments with samples of students. The main contribution of this study is that it identifies potential problem areas for mobile travel users and provides insights for practitioners to plan effective mobile channel strategies.

Date: 2012
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