Incorporating Kano Model into Online Travel Agent Interface Design
[1]
Chia Hui Feng, Department of Creative Product Design, Southern Taiwan University of Science and Technology, Tainan, Taiwan, Republic of China (R. O. C.).
[2]
Yu Cheng Chuang, Department of Industrial Design, National Cheng Kung University, Tainan, Taiwan, Republic of China (R. O. C.).
[3]
Rain Chen, Department of Visual Communication Design, Southern Taiwan University of Science and Technology, Tainan, Taiwan, Republic of China (R. O. C.).
As consumption patterns evolve, more and more traditional travel agencies are transforming into online travel agents (OTA), and OTA interface design, in this case, plays a critical role. Using Google Form, this study distributed 150 Kano questionnaires to explore the functional requirements of OTA interface platforms. Aside from examining the interface design of two major existing online travel agents, Interface A and Interface B, this study also included a third interface (Interface C), which was designed based on results obtained from Kano Model Analysis. This study found that Interface C was better than Interface A and Interface B in terms of learnability, memorability and satisfaction. Moreover, offering an accommodation search map, a hotel location map, a list of popular spots around the hotel, and a list of popular restaurants around the hotel these four functions can improve an OTA website’s user satisfaction.
Online Travel Agents, Interface Design, Kano, Quality Model
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