Usability Testing as a Complement of Heuristic Evaluation: A Case Study

Murillo, Braulio; Vargas, Silvia; Moquillaza, Arturo; Paz, Freddy

doi:10.1007/978-3-319-58634-2_32

Cited by 11 publications

(3 citation statements)

References 6 publications

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“…Ekşioğlu et al (2013) analyzed the website quality of airlines in Turkey through usability testing and heuristic evaluation. Murillo et al (2017) evaluated LATAM airlines' critical website functions through usability testing and heuristic evaluation. Although these studies provide powerful tools that incorporate qualitative and quantitative methods, they only aimed to identify usability problems on the websites (Chong & Law, 2019).…”

Section: Introductionmentioning

confidence: 99%

Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

Bakır

Atalık

2021

Decis. Mak. Appl. Manag. Eng.

119

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Airlines today use e-services extensively for marketing activities and the distribution of services. Monitoring and evaluating e-service quality are essential for customers’ satisfaction and thus the success of airlines. This study aims to evaluate e-service quality in the airline industry from the point of view of the consumers. To achieve this, an integrated Fuzzy Analytical Hierarchy Process (F-AHP) and Fuzzy Measurement Alternatives and Ranking according to Compromise Solution (F-MARCOS) approach was proposed to handle the uncertain and imprecise nature of e-service evaluation. In the first stage, e-service quality criteria were prioritized using the F-AHP method. Then, a real-world case study was carried out on scheduled airlines to demonstrate the applicability of the proposed approach using the F-MARCOS method, utilizing a total sample of 395 airline passengers in Turkey. As a result, the top three e-service criteria were found as reliability, understandability and security. A three-stage sensitivity analysis was also conducted to examine the credibility and stability of the results. This study is the first study to integrate F-AHP and F-MARCOS methods for the first time in literature.

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Section: Introductionmentioning

confidence: 99%

Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

Bakır

Atalık

2021

Decis. Mak. Appl. Manag. Eng.

119

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“…Then, an organizer was selected to summarize all notes taken, delete duplicates, and create a complete list of all identified problems. Third, according to the nature, impact and persistence of the problems [50,51], the organizer structured and categorized the listed problems; a ranking of the problems was subsequently established. Thereafter, a descriptive analysis of the number of problems and violations was employed to identify the main deficiencies in the effectiveness and efficiency of the IGSP system.…”

Section: B Expert-based Heuristic Evaluation For Intelligent Guidance System For Patientsmentioning

confidence: 99%

Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation

Cao

Zhang

Dai

et al. 2023

IEEE Trans. Eng. Manage.

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Since the early 2000s, information systems have been widely employed across hospitals in China, changing the way in which processes are managed, improving customer satisfaction and strengthening business competence. Intelligent Guidance Systems for Patients (IGSP), which resemble humanoid characteristics using Artificial Intelligence (AI), assist patients in wayfinding, obtaining medical guidance, consultations, and other medical services, and can improve user experiences before, during and after hospital visits. However, despite their widespread adoption, usability studies on such systems are scarce. To date, there is no practical or standardized measurement for system usability, leading to difficult inspection, maintenance and servicing processes. This study aims to determine the usability deficiency of IGSP and understand how various factors influence user satisfaction during their use. We employ the requirements set out in the ISO9241-11:2018 standard, using two inspection methods with 3 experts and 346 valid end-users. First, a Heuristic evaluation method was employed to detect usability problems and to demonstrate violations of Nielsen's 10 heuristic principles. Second, a System Usability Scale (SUS) was applied to evaluate participants' satisfaction towards IGSP.Finally, analysis of variance tests and a multiple linear regression analysis was performed to establish correlations between user satisfaction and characteristics.

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“…If users get lost on a website, they will stop using it. If the information on a website is difficult to read or does not answer the key questions of users, they will stop using it [2]. Currently, there are several studies that address usability from different approaches and times of application.…”

Section: Introductionmentioning

confidence: 99%

A Systematic Mapping Review of Software Usability Metrics

Murillo¹,

Pow-Sang²

2018

IJET

Self Cite

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The importance of usability in software applications is growing day by day, because it is increasingly the competitiveness of organizations to always offer better tools that meet the needs of their customers and users. However, there is no single instrument to measure the usability of software. There are several techniques to evaluate software usability, these evaluations being quantitative and qualitative. The main way to quantitatively evaluate a software product is by using software usability metrics. The present study performs a systematic mapping review to determine if there are experiences that use software usability metrics.

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Usability Testing as a Complement of Heuristic Evaluation: A Case Study

Cited by 11 publications

References 6 publications

Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

Application of Fuzzy AHP and Fuzzy MARCOS Approach for the Evaluation of E-Service Quality in the Airline Industry

Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation

A Systematic Mapping Review of Software Usability Metrics

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