empirical evaluation-of-popular-mobile-hotel-booking-apps

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1. Empirical Evaluation of Popular Mobile Hotel Booking Apps Term Paper Seminar 3: Online Communication Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at) Sabrina B. Neururer (sabrina.neururer@i-med.ac.at) 2. Introduction -1- mobile-ready demand for mobile services increases different types of mobile booking apps car rental hotel booking flight booking different target groups e.g. last-minute bookers 2 3. Introduction -2- issues: easy to download/install which functionalities/features usability availability/performance privacy/security follow user expectations 3 4. 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) 4 5. 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 option 51 www.grafstat.com 6. Material & Methods -3- evaluation scenarios: scenario 1: last-minute booking according to GPS position scenario 2: destination: Vienna category: 3 stars arrival date: December 14th 2012 nights: 2 persons: 2 room: I double-room 6 7. Results -1- 7 Booking .com Expedia Agoda hotel.de Hotel Mobile HRS JustBoo k KAYAK Trip Advisor Trivago 8. Results -2- storage: 7.23 MB downloads: > 500,000 OS: 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 8 9. Results -3- storage: 10.75 MB downloads: > 1,000,000 OS: 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 9 10. Results -4- storage: 8.75 MB downloads: > 1,000,000 OS: 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 10 11. Results -5- storage: 16 KB downloads: > 100,000 OS: Android target group: all travelers evaluation: 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 11 12. Results -6- storage: 797 KB downloads: > 10,000 OS: 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 12 13. Results -7- storage: 4.70 MB downloads: > 10,000 OS: 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 13 14. Results -8- storage: 3.07 MB downloads: > 50,000 OS: 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 14 15. Results -9- storage: 16.27 MB downloads: > 5,000,000 OS: 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 15 16. Results -10- storage: 1.92 MB downloads: > 10,000,000 OS: 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 16 17. Results -11- storage: 1.22 MB downloads: > 500,000 OS: 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 17 18. Results -12- 18 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 Storage KB 19. Results -13- Agoda Booking.com Expedia HotelMobile 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 x Map view of hotel location x x x x x x x x x x Photos 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 x Sorting of search results x x x x x x x x x Contact-by-click functionality x x x x Share bookings via Social Networks x Data privacy statement x x x 19 20. Results -14- Agoda Booking.com Expedia HotelMobile 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 20 21. Results -15- Agoda Booking.com Expedia HotelMobile hotel.de HRS JustBook KAYAK TripAdvisor Trivago Your location precise 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 communication full network access view network connections view Wi-Fi connections receive data from Internet x x x x x x x x x x x x x x x x x x x x x x x x x Phone calls read phone status and identity x x x x 21 22. 22 Agoda Booking.com Expedia HotelMobile hotel.de HRS JustBook KAYAK TripAdvisor Trivago Storage modify or delete the contents of your USB storage, modify or delete the contents of your SD card x x x x x Hardware controls take pictures and videos control vibration x System Tools prevent tablet from sleeping prevent phone from sleeping x Your personal information read your contacts modify your contacts x x Services that cost money directly call phone numbers x 23. Discussion and Conclusion - 1- evaluation of 10 different Apps easy download and installation Apps were well arranged, easy to use usability is satisfactory direct booking do things on the go 23 24. Discussion and Conclusion - 2- hotel comparison Apps not suitable for mobile booking Apps interesting for last-minute bookers data privacy and security permissions of the App sharing via Social Networks? Winner: HRS met all expectations 24 25. Empirical Evaluation of Popular Mobile Hotel Booking Apps Thank you for your attention! Cornelia Lezuo (cornelia.lezuo@student.uibk.ac.at) Sabrina B. Neururer (sabrina.neururer@i-med.ac.at)