Title: Users' satisfaction evaluation based on ISO standards for tourism and travel mobile applications

Authors: Carolina Almeida; Bráulio Alturas

Addresses: Instituto Universitário de Lisboa (ISCTE-IUL), ISTAR-Iscte (University Institute of Lisbon), Av. Forças Armadas, 40, 1649-026 Lisboa, Portugal ' Instituto Universitário de Lisboa (ISCTE-IUL), ISTAR-Iscte (University Institute of Lisbon), Av. Forças Armadas, 40, 1649-026 Lisboa, Portugal

Abstract: This study is based on the results of a survey applied to a sample of 201 users, which gave them an opportunity to identify points of improvement that will be used in a proposal for a new application. In addition, it aimed to obtain data that allows analysis metrics to be applied to International Standard Organization (ISO) standards and attempts to understand why individuals use these applications, based on the technology acceptance model (TAM). From the results obtained, it was concluded that there was an average level of satisfaction with the applications of 4.22, on a scale ranging from 1 to 5. Based on the opinions of the respondents, it was also possible to select future improvements for the applications that could contribute to a new tourism and travel application. Finally, it was concluded that there is a direct link between content acceptance and quality.

Keywords: application; user satisfaction; travel; tourism; rating; TAM; ISO standards; mobile applications.

DOI: 10.1504/IJITM.2025.144132

International Journal of Information Technology and Management, 2025 Vol.24 No.1/2, pp.130 - 144

Received: 08 Jan 2023
Accepted: 04 Dec 2023
Published online: 28 Jan 2025 *

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