Assessing the Customer eXperience Based on Quantitative Data: Virtual Travel Agencies

  • Virginica Rusu
  • Cristian Rusu
  • Daniel Guzmán
  • Diego Espinoza
  • Daniel Rojas
  • Silvana Roncagliolo
  • Daniela QuiñonesEmail author
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9746)


Usability is a key concept that refers not only to software systems, but also to products and services. User eXperience (UX) extends the usability concept. The broader concept of Customer eXperience (CX) is emerging. There are well established usability evaluation methods, but evaluating UX is more challenging. UX evaluation methods are also able to evaluate some CX aspects; some others require specific methods. The paper analyzes quantitative data on customers’ opinion, freely available at two virtual travel agencies’ websites.


Customer experience User experience Usability Customer experience evaluation Virtual travel agencies 


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Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  • Virginica Rusu
    • 1
  • Cristian Rusu
    • 2
  • Daniel Guzmán
    • 2
  • Diego Espinoza
    • 2
  • Daniel Rojas
    • 2
  • Silvana Roncagliolo
    • 2
  • Daniela Quiñones
    • 2
    Email author
  1. 1.Universidad de Playa Ancha de Ciencias de la EducaciónValparaísoChile
  2. 2.Pontificia Universidad Católica de ValparaísoValparaísoChile

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