1. WEBSITE USABILITY EVALUATION OF
TWO TOP AIRLINES IN THE PHILIPPINES
OFFERING ONLINE BOOKING INQUIRIES
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NY 10001
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2. GLOBALIZATION AND E - COMMERCE
COMMUNICATE AND TRANSACTIONS
POOR PERFORMANCE AFFECTS MARKET POSITIONS
SERVICE TYPE OF BUSINESS
Rationale P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
| www.rightcare.com

3. This study attempts to evaluate the website usability of two top
airline companies in the Philippines, specifically the Philippine Airline
(PAL) and the Cebu Pacific Air, that answers the following;
1.How satisfactory the websites performance in terms of:
* quality of information?
* quantity of information?
* dependability of interface?
* appearance?
* communication?
* security?
* total customer satisfaction?
2. What are the factors that affect the performance of the website?
3. What are the recommendations that would improve the
performance of the two websites?
STATEMENT OF
THE PROBLEM
| P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
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4. METHODOLOGY
• set – up was done inside the house of the
respondents using one laptop and a tattoo
broadband stick
• area is within the boundary of Cebu City
• 5 First – time users were chosen randomly
• instruments used were survey questionnaire,
user - testing and heuristic evaluation
P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
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5. PRESENTATION,
INTERPRETATION
AND ANALYSIS
OF DATA
P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
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6. P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
| www.rightcare.com

7. P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
| www.rightcare.com

8. 1. Explore the website
2. Inquire for the cheapest flight from Cebu to
Bacolod.
How much is the cheapest flight? ___
3. Inquire for the cheapest flight from Cebu to
Disneyland in Hongkong
How much is the cheapest flight?____
2. All were successful – 866 php (CPA) / 1899;
TASK 2099; 1624 php (PAL)
3. 4 of them were not successful
P: 555.123.4568 F: 555.123.4567
|
123 West Main Street, New York, www.rightcare.com
1 successful – 5, 039 flight promo package
NY 10001

9. Prevalence rate of Affirmative Answers for
Quantity of Information Quality of Information
Cebu
Philippine Cebu – Philippine
Pacific
Airlines Pacific Air Airlines
Air
commands used &
system give relevant 4 5
4 5 means the same way
information
potentials errors are
information is too 3 5
2 1 recognized
large
multiple options are system prevent users
5 5 3 4
provided from errors
information matches system warn users
4 5 2 3
the expected from errors
instructions and
information is clear as
4 5 prompts message 2 3
performed
appear
P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York, |
56%
www.rightcare.com
80%
76% 84% NY 10001

10. Prevalence rate of Affirmative Answers for
Dependability of Interface Appearance
Cebu
Cebu Philippine
Philippine Pacific
Pacific Airlines
Airlines Air
Air
icons are concrete and site structure is
5 4 2 3
familiar simple and clean
menu choices are color choices allow
4 5 5 4
ordered in logical way easy and readability
field labels are brief
5 5
and descriptive colors correspond to
5 4
allow controls by expectations
2 2
keyboard shortcut many menu items
4 4
options or menus are
are present
4 5 aesthetically
selectable by cursor 2 4
pleasingMain Street, New York,
123 West
site
P: 555.123.4568 F: 555.123.4567
| www.rightcare.com
80% 84% NY 10001
72% 64%

11. Prevalence rate of Affirmative Answers for
Communication Security
Cebu
Cebu Philippine
Philippine Pacific
Pacific Airlines
Airlines Air
Air
online help is present 5 5 waits user's signal
4 4
before processing
available help is useful 4 5
site map is always undo function at
4 4 3 3
ready single action
help information is users can cancel out
4 3
accurate & 3 5 operations
understandable observable delay
3 3
with the system
vocabulary is
appropriate for 3 5 users prompted if
4 3
audience delays are present
P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York, | www.rightcare.com
76% 96% NY 10001 72% 64%

12. Prevalence rate of Affirmative Answers for
Customer Satisfaction NOTE:
Philippine Cebu
Airlines Pacific Air
system avoid customer's
3
feedback Answers
quantity and quality of
4 4 in
information satisfied preference
website appearance of the
4 5
satisfied
users or
user - friendly system 2 5 respondents
over - all satisfied with
3 4
the services
P: 555.123.4568 F: 555.123.4567
52% 84% 123 West Main Street, New York,
NY 10001
| www.rightcare.com

13. HEURISTIC
EVALUATION of
PHILIPPINE AIRLINES
AND CEBU PACIFIC AIR
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14. 1. Transparent Background Design of Submenus
2. Only 3 languages were provided
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15. 3. Multi – destination is not included in the Trip
Type options P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
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16. 4. In relation to no. 3 “ failed
options inquiry” P: 555.123.4568 F: 555.123.4567
|
123 West Main Street, New York,
NY 10001
www.rightcare.com

17. 5. Once the flight is selected,
the user would have to click
P: 555.123.4568 F: 555.123.4567
|
this icon 123 West Main Street, New York,
NY 10001
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18. 6. Air fare summary
P: 555.123.4568 F: 555.123.4567
123 West Main Street, New York,
NY 10001
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19. 7. Inconsistent menus
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|
123 West Main Street, New York,
NY 10001
www.rightcare.com

20. 8. A new window for FLIGHT menu
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123 West Main Street, New York,
NY 10001
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21. 9. Inconsistent menus and sub-menus
P: 555.123.4568 F: 555.123.4567
|
123 West Main Street, New York,
NY 10001
www.rightcare.com

22. 1. Inconsistent menus and sub-menus
P: 555.123.4568 F: 555.123.4567
2. |
Clickable homepage icon but unnoticeable
123 West Main Street, New York,
NY 10001
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23. 3. Authentication required for Robinsons – Cebu Pacific
Mastercard when “Back to top” is clicked
P: 555.123.4568 F: 555.123.4567
|
123 West Main Street, New York,
NY 10001
www.rightcare.com

24. FINDINGS
User testing and heuristic review by the
proponent as usability tools can identify errors
regarding with the process, layout and functions
of the website.
There were factors to consider in the Although, the two airline
designed user – testing. First is the companies are known to be a
user’s experience in using the stable and strong company, there
computer and the website. User’s are still issues met regarding with
experience entails that the user had the usability of their websites.
much knowledge on using the functions
for computer with different websites. The most prevalent issue that
occurred is the consistency of the
Users with more experience in different functions and menus. Probably,
websites could handle and finish the the website’s intention was to
task easily without having doubts with designate all relevant keywords in
the form of submenus but it only
P: 555.123.4568 F: 555.123.4567
their actions. some of the York, |
www.rightcare.com
made 12310001Main Street, Newusers confuse.
NY
West

25. CONCLUSION
Therefore, there is a need to improve the
websites of both airline companies, as
supported with the data presented in chapter 2.
A company that involves in the line of
E-commerce needs to determine its
RECOMMENDATIONS goals, whether to increase its sales,
retention, customer’s loyalty and
Return of Investment. Both the
company and the customer are
investing once they directly involve in
• Is made through the problems
or figures identified e – commerce. With that,
• Guidelines as provided by Web improvements should take place and
Accessibility Initiative (WAI) necessary actions must be given
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123 West Main Street, New York,
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| place.
whenever complications takewww.rightcare.com