User Experience Evaluation of Online Tourism and Travel Service Providers

Ding Li, Zhiyang JIA

Department of Information Science and Technology, Tourism and Culture College of Yunnan University, Lijiang, 674100, China

Abstract: Many Chinese cyber users use online tourism and travel services to retrieval tourist information, such as hotel reservations, flight ticketing, package tours, corporate travel management, train ticketing and a destination guide. To evaluate the common online tourism and travel service providers, we ｓｅｌｅｃｔ five of the most popular providers, including Ctrip, eLong, Qunar, Kuxun and Taobao Travel. Three-star rating method is adopted in the user experience evaluation process. We summarize some purchasing experience from the users’ perspective, such as product variety, price comparison, customer reviews, customer service, service features and mobile app. We also make a statistical analysis according to the total ratings. Some significant chart are demonstrated based on the statistical analysis.

Keywords: Online Tourism Service; Online Travel Service; Service Evaluation; Cyber Tourism