empirical evaluation of popular mobile hotel booking apps term paper seminar 3: online communication...

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Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo ([email protected]) Sabrina B. Neururer (sabrina.neururer@i- med.ac.at)

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Page 1: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

Empirical Evaluation of Popular Mobile Hotel Booking Apps

Term Paper

Seminar 3: Online Communication

Cornelia Lezuo ([email protected])

Sabrina B. Neururer ([email protected])

Page 2: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Introduction -1-mobile-ready demand for

mobile services increasesdifferent types of mobile booking

apps◦car rental◦hotel booking◦flight booking◦…

different target groups◦e.g. last-minute bookers

Page 3: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Introduction -2-issues:

◦easy to download/install◦which functionalities/features◦usability◦availability/performance◦privacy/security◦follow user expectations

Page 4: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Material & Methods -1-10 mobile hotel booking Apps

(Google Play)◦popular Apps (Booking.com, HRS …)◦Apps well known from ads (Trivago …)

hotel offers not restricted to regions

2 mobile testing devices◦Sony Ericsson Xperia (4.0.4 – Ice Cream

Sandwich)

◦Samsung Galaxy Note (2.3.6 – Ginger Bread)

Page 5: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Material & Methods -2-questionnaire

◦developed using GrafStat1 (Edition 2006-l, v 3.39-i)

◦35 items 4 multiple choice 26 single choice 5 free text answers

◦basic functionalities◦personal impressions (subjective)

6-level Likert scale (1 – totally agree … 6 – totally disagree)

◦not specified option1 www.grafstat.com

Page 6: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Material & Methods -3-evaluation scenarios:

◦scenario 1:last-minute booking according to GPS position

◦scenario 2:destination: Viennacategory: 3 starsarrival date: December 14th 2012nights: 2persons: 2room: I double-room

Page 7: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -1-

Booking.com

Expedia

Agoda hotel.de

Hotel Mobile

HRS

JustBook KAYAK

TripAdviso

r

Trivago

Page 8: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -2-storage:

7.23 MBdownloads:

> 500,000OS:

Android, Apple iOS, Windows

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search

results

– no additional services

– no tap-zoom

Page 9: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -3-storage:

10.75 MBdownloads:

> 1,000,000OS:

Android, Apple iOS,

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search

results

– no additional services

– no tap-zoom

Page 10: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -4-storage:

8.75 MBdownloads:

> 1,000,000OS:

Android, Apple iOS

target group: all travelers

evaluation: scenario I scenario 2

flight booking limit search results

(filter) customer feedback MapView hotel photos sorting search

results

– no tap-zoom

Page 11: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -5-storage:

16 KBdownloads:

> 100,000OS:

Androidtarget group:

all travelersevaluation:

scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search results

– price comparison– no additional services– not all functions seem

to work properly – no tap-zoom

Page 12: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -6-storage:

797 KBdownloads:

> 10,000OS:

Android, Apple iOS, RIM, Windows

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search

results

– no additional services

Page 13: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -7-storage:

4.70 MBdownloads:

> 10,000OS:

Android, Apple iOS, RIM, Symbian, Windows

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search results travel organization

– no additional services

– no tap-zoom

Page 14: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -8-storage:

3.07 MBdownloads:

> 50,000OS:

Android, Apple iOS, RIM

target group: last-minute travelers

evaluation: scenario I scenario 2

limit search results (last-minute)

MapView hotel photos

– no sorting of search results

– no filtering of search results

– no additional services– no customer feedback– no tap-zoom– only last-minute

Page 15: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -9-storage:

16.27 MBdownloads:

> 5,000,000OS:

Android, Apple iOS, RIM, Symbian, Windows

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

customer feedback MapView hotel photos sorting search results travel organization additional services

– no tap-zoom– no direct booking

booking site

Page 16: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -10-storage:

1.92 MBdownloads:

> 10,000,000OS:

Android, Apple iOS, Symbian, Windows

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

MapView hotel photos sorting search

results travel organization additional services call-by-click

– no tap-zoom

Page 17: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -11-storage:

1.22 MBdownloads:

> 500,000OS:

Android, Apple iOS

target group: all travelers

evaluation: scenario I scenario 2

limit search results (filter)

MapView hotel photos sorting search

results call-by-click

– price comparison– no additional

services

Page 18: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -12-

Agod

a

Book

ing.

com

Expe

dia

Hotel

Mob

ile

hote

l.de

HRS

Just

Book

KAYA

K

Trip

Adviso

r

Trivag

o0tan28a5660280tan19a5665190tan12a567112

0tan3a567630tan24a5682240tan16a568716

0tan8a569380tan29a5698290tan22a5704220tan13a570913

Storage

KB

Page 19: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -13-

Agoda

Booking.com

Expedia

Hotel Mobile

hotel.de

HRS

JustBook

KAYAK

TripAdvisor

Trivago

Search according to GPS position

x x x x x x x x x x

Customer feedback x x x x x x x x xMap view of hotel location x x x x x x x x x xPhotos of hotels x x x x x x x x x x

Last Minute booking x x x x x x x x x

Travel organization support x x xSorting of search results x x x x x x x x xContact-by-click functionality x x x xShare bookings via Social Networks

x

Data privacy statement x x xLinear design x x x x x x x x x x

Page 20: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -14-

Agoda

Booking.com

Expedia

Hotel Mobile

hotel.de

HRS

JustBook

KAYAK

TripAdvisor

Trivago

Well arranged 1 1 1 1 1 1 1 1 1 1

Attractive 3 1 3 3 2 1 1 1 1 3

Intuitive 1 1 1 1 1 1 1 1 1 2

Performs well 1 3 1 3 5 1 1 3 1 1

Usability 2 1 2 2 2 1 1 2 1 2

Easy to do things on the go 1 1 3 3 3 1 1 1 3 3

Simple to use 1 1 2 1 2 1 1 1 1 1

Self explanatory 1 1 2 1 2 1 1 1 1 2

Does exactly what I want it to do

1 1 1 6 1 1 2 1 3 6

Page 21: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Results -15-Agoda

Booking.com

Expedia

Hotel Mobile

hotel.de

HRS

JustBook

KAYAK

TripAdvisor

Trivago

Your locationprecise location (GPS and network-based)approximate location (network-based)

x x x

x

x

x

x

x

x

x

x

x

x x

x

x

Network communicationfull network accessview network connectionsview Wi-Fi connectionsreceive data from Internet

xxx

xx

x

xx

xx

xx

xx

xxx

xxx

xx

x

xx

Phone callsread phone status and identity

x x x x

Page 22: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Agoda

Booking.com

Expedia

Hotel Mobile

hotel.de

HRS

JustBook

KAYAK

TripAdvisor

Trivago

Storagemodify or delete the contents of your USB storage, modify or delete the contents of your SD card

x x x x x

Hardware controlstake pictures and videoscontrol vibration

x

System Toolsprevent tablet from sleeping prevent phone from sleeping

x

Your personal informationread your contactsmodify your contacts

xx

Services that cost moneydirectly call phone numbers x

Page 23: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Discussion and Conclusion -1-evaluation of 10 different Appseasy download and installationApps were well arranged, easy to

useusability is satisfactorydirect booking do things on the

go

Page 24: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

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Discussion and Conclusion -2-hotel comparison Apps not suitable

for mobile bookingApps interesting for last-minute

bookersdata privacy and security permissions of the Appsharing via Social Networks?

Winner: HRS met all expectations

Page 25: Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at)

Empirical Evaluation of Popular Mobile Hotel Booking Apps

Thank you for your attention!

Cornelia Lezuo ([email protected])

Sabrina B. Neururer ([email protected])