Evaluating User Expectations for Mobile Travel Applications

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User experience (UX) refers to the users' experience during the consumption or usage of a product or service. With the increasing dependence of users on mobile applications (apps) for travel management, travel agencies provide travelers with a good customer experience in travel-related activities such as searching, evaluation, and booking. This study aims to examine the differences in user expectations for travel apps by presenting a quantitative evaluation model of the UX. Data were collected using a survey of 243 travel app users and analyzed using principal component analysis. This step was followed by the construction of scatter plots using the principal component scoring tendency. Preferences for UX design based on user attributes, such as gender, occupation, and age, were visualized using relation graphs. The results show that older users prioritized interaction experiences more than younger users, and workers preferred security experiences more than student users. Women within the age group of 31–50 were more concerned about the visual experience, while men focused on the information experience. These findings have important implications in improving the UX design of travel apps, as they provide information on which UX design elements to emphasize for different target users.

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