Final report mobile travel app traveloka

y hostels customer service « Offers Agoda PointsMAX program that allows users to earn loyalty points from various partners Agoda car rentals, and satisfaction and Tiket.com « Has over

MINISTRY OF EDUCATION AND TRAINING

HO CHI MINH CITY UNIVERSITY OF ECONOMICS AND

FINANCE

FACULTY OF INFORMATION TECHNOLOGY

CB KE

UE UNIVERSITY OF ECONOMICS & FINANCE

FINAL PROJECT

traveloka#

Course Title: Mobile Commerce Course ID: EBU1119E Class ID: A02E Lecturer: Mr Nghiem Tan Phong Topic: Mobile travel app

Students: Nguyễn Nguyễn Phi Hùng- 205121042

Trần Lê Như Quỳnh - 205121257

Nguyễn Trọng Khánh Vy- 205121483

Võ Như Ý- 205121371

Ho Chi Minh City, 2023

role in various sectors, especially in the travel industry The widespread

use of smartphones and the Internet has opened up new opportunities

for businesses and users to access travel information and services

conveniently and quickly Among the prominent mobile applications in

the travel industry, Traveloka stands out as a notable name

Traveloka is a versatile mobile application that provides a range of

travel services, including flight and hotel bookings, car rentals, and

information about destinations and activities The app has garnered

attention from a large user base due to its convenience, user-friendly

interface, and diverse features

Under the guidance of Mr Nghiem Tan Phong, we will conduct an in- depth analysis of Traveloka in the M-Commerce domain We will study

the application's operational mechanisms, including the booking

processes, how it updates travel information, and promotional

programs This will help us better understand how Traveloka optimizes

user experience and adds value to businesses

The objective of this research is to explore the benefits that

Traveloka brings to users and businesses in the travel industry The

convenience of online booking saves time and effort for users, while

helping travel businesses enhance their operational efficiency and

expand their market reach

fiurthermore, we will examine the potential and challenges of Traveloka in the future With the increasing growth of the travel industry

and intense competition, Traveloka needs to continuously update and

improve its services to maintain and expand its market share We will

evaluate how the app addresses the evolving needs of users and how it

can overcome future challenges

The results of this study will contribute to a better understanding of

the role of mobile applications in the travel industry and promote the

development of M-Commerce The research will also propose

improvements and optimizations for the Traveloka app to meet the

ever-growing user demands and ensure its sustainability in the

competitive market

Table of Contents

IEl90-eá69/i 17 ae iii

List Of Tables And fÏiQUF€S c cà SH HT Hs K nh nhe Hi khe V Chapter 1: IntrodUCEÌOP cuc nnn nh» nh nền HT HH kh kh kh vn 1

| CompanV OV€FVÏOW cu nnnnnn nen HT Ki KT kh 1

1 App Traveloka at a glAnC€ cà nh nh nh» Kha 3

Chapter 2: Market ANalySiS eee eect teeter eee eee an eeeee aa eeeaene neta 6

| SWOT ANnalySisS 0 rere Ki Ki kh Tho ch 6

Il Combpetion analÌVSÌS nh TH HH nhe ho kế 7 Chapter 3: TTUSF LH s TH» nn KT KT He KH kh khu 10

| Brand trustworthin€SS các nh» nh HT kh nh kế 10

1 Business performance - cu nnn nh nh nh kh 10

2 ATẨliAEÏO'S Q.nnnnnn nh Tnhh HT KH TK Hi kh ky 12

3 Competitive advantage€sS - cu nh Khen Hi 13

II Mobile commerce trust faCEOFS ch nàn Hành he 17

2 Information QUAÌÏEV cu nhe nn HT nh khi 19

3 Service QUALILY ae reenter eran eeaaaeeeaees 20

4 Structural aSSUFATCG LH eee eee eerie etna 21 Chapter 4: EXDeFiCTCG TH Hs TH nh nh kh khu 23

| D@SỈQH QQ eee rene ee TK kh TK kh 23

IH FIUNCTIONALILY dd ga een neee eee eeaa 24

Hl US@D TIDY errr ieee anne aaeeeaeeeaes 27

IV Content riChn€SS ch» nn nh HT hen nh khen 30 V Overall aSS€SSImIIE LH HS nn HH khen 32 Chapter 1-90 8 ete ee eee aa esa eeeeaeeeaes 33

IIAVì\vE:(sí:::adđđdđddađdiiẳiaẳaẳaẳậẳäặá䟟Ÿ 33

1 Login notifiCafiOn ch HT HT nh he HH khen 33

2 Login VerifiCAfOP ch HT nh nh Ho kh kh hen 33

3 Strategic Partners cee teeter eee sees eeaeeeea tees 45

4 Company-owned channelS nnsnnnn nhe Hee 46

IÍ Advertising straf©€Qi©S TH nh Hs Hà Hành HH he 47

1 Advertising through agenFs che 47

2 Advertising through ofÍers Sàn nén nhe 48 Chapter 9: Recommendation ‹c- nnnn nh Hành nh kh 49

| lTHPFOVGIMRIT TQ HT nh nh KT kh kh kh kg 49

ConCÏUSÏOP cà ST HT nh nh TK Ko KT TH kh kn 52 Task DistriDULÏO' cu nh nn nh HT TK TK TK KH nh kh kế 53

R€fÍGFCGTC©S TK KT Kế kh Kk kế Kế hit khi brg 54

List of Tables and Figures

TABLE

Table 2.1 Traveloka's SWOT analVSÌS nén se nen nhờ 6

Table 2.2 Traveloka's competiEOFS ch n nh nh nh nh HH khe 7

Table 9.1 Traveloka's SWOT strategies cu nhe nhe nhe ha 51

FIGURE

fiigure 1.1 Traveloka's company in Singapore cào 1 fiigure 1.2 Traveloka's campus in Vietnam che nhe 2 fiigure 1.3 Traveloka Wolrd Travel app's interface cc 3 fiigure 1.4 Traveloka Interface on laptOD - chen nhe 3 fiigure 1.5 Traveloka interface on mobile phone 4 I9) se co {ca ooonGiiidiitiiÝÝ 5 fiigure 3.1 Traveloka's Epic Sale performance 10 fiigure 3.2 Vietnam's biggegst travel agencies' financial performance

02011 EE En En no ee nineee nner aaa 11

fiigure 3.3 Traveloka's founders received awards from President NQUYEN XUAN PAUC ee eres eee eee aa eeaanena ees 12

fiigure 3.4 TraveloKka's Price Alerts feature nen nhe 13

fiigure 3.5 Traveloka's Easy Reschedule feature 14 fiigure 3.6 Traveloka's Traveloka Xperience feature 15 fiigure 3.7 Traveloka's Livechat feature - nen 15 fiigure 3.8 Traveloka's Protect featUFe cá nàn ke nhe nhe Ha 16 fiigure 3.9 Traveloka's Protect infographiCS cà ằ ào 16 fiigure 3.10 Traveloka's rating and review on Google Play 17 fiigure 3.11 Traveloka's rating and review on Appstore 17 fiigure 3.12 A bad review about Traveloka's system error on Google

figure 3.13 A bad review about Traveloka's system error on

fiigure 3.16 Traveloka's customer Se€FrVÍC@ cu nhe 20

fiigure 3.17 A bad review of Traveloka's customer service quality .20

fiigure 3.18 Traveloka'sdata privacy and protection policy 21

figure 3.19 A bad review of Traveloka's exposed customer INFOPM ATION ST nh nn HH nen nh TK Ki TK gi ĐK kh 22 fiigure 4.1 Traveloka's mobile app design nen nhé He 23 fiigure 4.2 Traveloka's overall featUF€S SH nhe 24 fiigure 4.3 Traveloka's search feafUFe nh nhe nhe Hee 24 fiigure 4.4 Traveloka's compare featUFe nen nhieu 25 fiigure 4.5 Traveloka's book feafUF chen nh ren 25 fiigure 4.6 Traveloka's personalize featUre cài se 26 fiigure 4.7 Traveloka's feedback feafUFe€ nhe hhere 26 fiigure 4.8 Traveloka's payment featUre chen nhe 27 fiigure 4.9 Traveloka's all mobile app settings cà ằ 28 fiigure 4.10 Traveloka's automatiC lOCK ‹- cà sành re 29 fiigure 4.11 Traveloka's extra helpful information about travel during 0995121 aa 30

fiigure 4.12 Traveloka's travel destination short review videos in mobil€ ADD LH nn nh TK KT TK Ki KT TK kh kh 31 fiigure 4.13 Traveloka's mobile experience score standards 32

fiigure 5.1 Traveloka's app login sequence cào 33 fiigure 5.2 Traveloka's app vertification sequence 33

fiigure 5.3 Traveloka's app biometric authentication 34

fiigure 5.4 Traveloka's app account deactivation 35

fiigure 6.1 Traveloka's history of development through each period ¬ NN EE INI EEE I I EEE UIE EEE EOL E EE E net e eee ener eeaaaeeed 36 fiigure 7.1 Payment process of filling customer information 38

fiigure 7.2 Payment of process of selecting payment methods 39

fiigure 7.3 Payment process at convenience stores 40

fiigure 8.1 Traveloka's advertisement on TVC cài he 42 fiigure 8.2 Traveloka's advertisement on fiacebook 43

fiigure 8.3 Travelokaˆs advertisement on Youtube 43

fiigure 8.4 Travelokaˆs advertisement on Instagram 44

fiigure 8.5 Traveloka's advertisement on TIKTok - 44

fiigure 8.6 Traveloka’s advertisement on Momo 45

fiigure 8.7 Traveloka's in-app advertisemer cà neo 46

fiigure 8.8 Traveloka's advertisement on website 47

fiigure 8.9 Traveloka's advertisement by influencer Soobin Hoang

fiigure 8.10 Traveloka's advertisement by KOLs and KOCs 48 fiigure 8.11 Traveloka's advertisement by special deals 48

Figure 1.1 Traveloka’s company in Singapore

Traveloka, a leading super app in Southeast Asia, was founded in

2012 by a group of former Silicon Valley engineers Headquartered in

Indonesia, Traveloka offers a diverse platform supporting users to

explore and book various travel-related products and services,

transportation, accommodation, and financial services

Backed by modern technology and deep understanding of the Southeast Asian market, Traveloka has become a top booking platform

with a wide range of choices for accommodation and service packages

Currently, the super app has surpassed 100 million downloads, making

it the most popular travel booking and lifestyle utility app in Southeast

Asia, leading the startup ecosystem in the region

Traveloka collaborates with over 120,000 hotels in the region and

worldwide, as well as more than 100,000 flights to Asia, Europe, and the

Americas, offering users the most reasonable and convenient price

policies

Figure 1.2 Traveloka's campus in Vietnam

Currently, Traveloka has been present in most countries in the region such as Singapore, Thailand, Malaysia, Philippines Coming to

Vietnam market in the period of increasing popularity of online services,

Traveloka will have the opportunity to promote its technological

Place of issue: Business Registration Office - Department of Planning and Investment of Ho Chi Minh City

Registered Office: filoor 2, 3, and 7, An Phu Plaza Building, 117-119 Ly Chinh Thang Street, Ward 7, District 3, Ho Chi Minh City, Vietnam

Figure 1.4 Traveloka Interface on laptop

This application gives users a variety of utilities, including booking

flights, booking hotels, and searching for services such as attractions,

restaurants, airport shuttles at reasonable prices Initially, Traveloka

was just a platform for users to search and compare airline tickets from

different airlines However, since 2013, Traveloka has supported the

official booking of each airline on the app By 2019, the hotel booking

feature is also added, and the application's accommodation inventory

becomes extremely large with many types of hotels, homestays,

resorts,

Page 3

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Figure 1.5 Traveloka interface on mobile phone

With more than 60 million downloads to date, Traveloka has become the most popular travel booking and lifestyle booking app in Southeast

Asia, bringing convenience, and meeting all the needs of consumers in

today's busy lives

Figure 1.6 Traveloka's logo

The Traveloka logo is designed with impressiveness and uniqueness,

allowing customers to immediately identify as the Traveloka brand This

logo is simple with a small blue Godwit bird, along with the words

"Traveloka" prominently

The Godwit, although relatively small in stature, holds the record for

the world's farthest non-stop flight, with a measured distance of up to

11,500 km The image of a bird flying high in the sky expresses the

deep meaning of desire and desire to explore The logo evokes a sense

of freedom and a desire to explore new places

The inscription "Traveloka" highlights the brand, focusing on the

amazing and worthwhile experiences that travelers have always

dreamed of Traveloka is committed to not disappointing you and is

always happy to accompany you on every journey of discovery

The Traveloka logo is not merely a symbol of a travel agency, but

also an image of freedom, aspiration, and passion to reach far in the

sky

Table 2.1 Traveloka's SWOT analysis

« firiendly interface, quick and « There is no support for easy booking.S changing air tickets for

« Experience cheap hotel customers, only

booking and flight tickets on rescheduling or canceling the same interface, fast tickets.S

payment, 24/7 customer « The website interface is not

« Support many forms of integrated many features payment: Visa, MasterCard, that can be confusing when domestic ATM cards and accessing.S

Payoo payment at « The refund service is convenience stores, described by customers as

« Attractive features such as « Spending money on Price Alert for budget- marketing and advertising friendly fare alerts and is also vital, as the Traveloka Quick for quick industry's model requires hotel or flight ticket strong branding and

« The price is low because traffic

there is no booking fee, the listed price is the final price,

no surcharge of taxes or other fees, there isa discount program from 10%

- 30% Extensive distribution network and multi-industry services create many revenue streams.S

« Superior technology, intelligent algorithms help screen and give results quickly from a massive

With the increasing demand for domestic and foreign travel and constantly expanding, Traveloka has the potential opportunity to grow and become a leading online travel agency (OTA).S

many experienced online travel agents (OTAs), the market still mainly belongs

to TO (Tour Operator) and

TA (Tour Agency) tour operators Becoming an OTA requires overcoming technical barriers and high marketing costs Processing large amounts of price data during peak seasons can be

difficult and delayed,

making data retrieval complex and possibly beyond the system's computational capacity.S

« Traveloka can continue to assert its position as Southeast Asia's leading Travel and Lifestyle Super App by diversifying and expanding its products and services Providing end-to- end solutions to users will help them enhance their attractiveness and competitiveness in the market

Il Competion analysis

The following table analyze Traveloka’s competitors in a order from

high threat to low threat:

Table 2.2 Traveloka’s competitors

« Leading online travel « Strong brand agency based on recognition and awareness and usage reputation in the

« Over 28 million listings « Wide range of worldwide, including accommodation

Booking hotels, homes, and options and flexible

« User-friendly website and app design with various filters and

in Vietnam « Diverse selection of

« Over 2.5 million properties and

agoda properties worldwide, experiences

including hotels, « Rewarding loyalt

@eo0e@00@ resorts, villas, and program od y

hostels customer service

« Offers Agoda PointsMAX program that allows users to earn loyalty points from various partners Agoda

car rentals, and satisfaction and

Tiket.com « Has over 10 million app

downloads and 4.8 rating on Google Play

Store

« One of the leading « Reliable and trusted online travel agencies online travel platform

operates in Vietnam secure payment

x « Offers various travel methods

aoe sụch as « Attractive deals and

i i IQNts, Notels, trains, romos for various pegipeg! buses, and attractions travel products

« Has over 7 million app downloads and 4.6 rating on Google Play Store

Has over 1 million app downloads and 4.5 rating on Google Play Store

Local market knowledge and customer insights Diversified travel products and services Competitive prices and quality assurance

Has over 500 thousand app downloads and 4.6 rating on Google Play Store

Local market knowledge and customer insights Diversified travel products and services Competitive prices and quality assurance

Gotadi.com

One of the emerging

local online travel agencies in Vietnam Offers various travel products, such as flights, hotels, tours, car rentals, visas, and insurance

Has over 100 thousand app downloads and 4.3 rating on Google Play

knowledge and customer insights Diversified travel products and services Competitive prices and quality assurance

The travel agency market in Vietnam is a competitive and dynamic

sector that has been growing rapidly in recent years, especially with the

emergence of online travel platforms such as Booking.com, Agoda,

Traveloka, Tiket, and Pegipegi Booking.com and Agoda are the leading

OTAs in Vietnam based on awareness and usage, followed by Traveloka

Tiket.com and Pegipegi are also popular OTAs in Indonesia that have

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Mobile Commerce

expanded their operations to Vietnam These competitors have strong

brand recognition and reputation, competitive prices and discounts,

diverse selection of properties and experiences, rewarding loyalty

programs and customer service

Traveloka Vietnam is the third leading OTA in Vietnam based on

awareness and usage, and one of the most innovative and dynamic

online travel platforms in Southeast Asia Traveloka Vietnam offers

various travel products and services, such as flights, hotels, buses,

trains, attractions, and more Traveloka Vietnam has over 40 million app

downloads and 4.7 rating on Google Play Store, and has high customer

satisfaction and engagement

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Mytour

Booking.com Vietnam Gotadi Vatrip OTA Traveloka Vietnam Tripi iVivu.com Chudu24

100 200 300 400 500 600 700 800 900

ra

Figure 3.8 Vietnam's biggegst travel agencies’ financial performance in 2019

Traveloka is the third most successful online travel agency (OTA) in

Vietnam that offers a variety of travel products and services, such as

flights, hotels, activities, car rentals, and insurance

Here are some key financial performance indicators of Traveloka according to the latest financial report of Traveloka’s parent company in

2019:

Revenue: 182 million USD

Gross profit margin: 58%

Operating profit margin” 4%

Net profit margin: 2%

Current ratio: 1.4%

Debt-to-equity ratio: 0.6 Return on equity (ROE): 3%

According to a survey conducted by Q&Me among online travel users in Vietnam, Traveloka was the leading online travel agency based

on awareness, as recognized by 60 percent of the respondents

travel agency in Vietnam as chosen by 60 percent of the respondents,

behind Booking.com with 62 percent

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Mobile Commerce

fi Competitive advantages

Traveloka has achieved success in Vietnam by:

« Providing a convenient and user-friendly app and website that allow customers to compare and book travel options easily and securely

« Offering competitive prices and discounts for various travel deals, as well as flexible payment methods, such as credit cards, bank transfers, e-wallets, and pay-at-hotel

« Partnering with local and international airlines, hotels, and attractions to expand its network and offer more choices and benefits to customers

« Developing innovative features and services, such as Price Alerts, Easy Reschedule, Traveloka Xperience, Traveloka Live Chat, and Traveloka Protect

« Building trust and loyalty among customers by providing reliable customer service, transparent policies, and genuine reviews

« Adapting to the changing market conditions and customer preferences due to the COVID-19 pandemic, such as offering more domestic travel options, health and safety protocols, and flexible cancellation and refund policies

« Supporting the recovery of the tourism sector in Vietnam by collaborating with the government and industry stakeholders

to promote domestic tourism and implement digital solutions

Some of the Traveloka’s competitive advantages include:

price is low, average, or high Users can set up a Price Alert by entering

the flight details (route, date, number of passengers, etc) and users’

preferences (departure or arrival time, etc) on the Traveloka App Users

will receive push notifications and emails when the price fluctuates

significantly from the day users set up the Price Alert This way, users

can secure cheap flight tickets at the moment when prices are down

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Figure 3.11 Traveloka’s Easy Reschedule feature

Easy Reschedule is a feature of Traveloka Vietnam that allows customers to change their flight date easily and conveniently They can

use this feature if their flight is eligible for rescheduling and if customers

have booked their ticket through Traveloka They can check the

rescheduling policy of their flight on the Traveloka App or website

Figure 3.12 Traveloka's Traveloka Xperience feature

Traveloka Xperience is a feature of Traveloka Vietnam that allows

customers to book various activities and attractions in Vietnam and

abroad They can explore different categories of Xperience, such as

tours, theme parks, museums, spas, concerts, and more They can also

enjoy special discounts and promotions for selected Xperience Whether

they are looking for a relaxing getaway, cultural immersion, or an

adrenaline rush, Traveloka Xperience has something for everyone

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@ © Sekali Jalan ® Pulang Pergi

Kota Tujuan: Tanggal Pulang: =|

Figure 3.13 Traveloka's Livechat feature

Traveloka Livechat is a feature of Traveloka Vietnam that allows

customers to chat with a customer service representative in real time

They can use this feature if they have any questions or issues regarding

their booking, payment, refund, or other services They can also get tips

Page 19

Figure 3.14 Traveloka's Protect feature

Traveloka Protect is a feature of Traveloka Vietnam that offers

customers various types of insurance for their travel needs They can

choose from different insurance products, such as Chubb Travel Protect,

firee COVID-19 Protection, and Traveloka Care These products are

designed to protect customers from unexpected events and risks that

may occur during your trip, such as accidents, illnesses, flight delays,

cancellations, or lost baggage Customers can also enjoy special

benefits and discounts when they purchase insurance through

Traveloka

the technical aspects of the system, such as functionality, reliability,

usability, efficiency, and security

Xếp hang va danhgia > Điểm xép hang va bai danh gia di duge xéc minh ©

Figure 3.16 Traveloka's rating and review on Google Play Traveloka Khách Sạn Vé Máy Bay

provides a_ user-friendly and convenient mobile app that allows

customers to access various deals and promotions, compare prices, and

make secure transactions The app has a high rating of 4.7 out of 5 on

Google Play Store and 4.8 out of 5 on App Store The app also supports

multiple languages, currencies, and payment methods

App vào cứ bị văng ra liên tục, vé đặt thì load mãi không xong 1 sao!

21 người thấy bài đánh giá này hữu ích

Cám ơn bạn đã sử dụng và phản hồi cho Traveloka Nhờ những đóng góp quan trọng này,

chúng tôi sẽ cải thiện ứng dụng để mang đến những trải nghiệm tốt nhất cho người dùng

Cám ơn bạn dã dành thời gian chia sẻ cảm nghĩ của mình Để dược trợ giúp tốt hơn, vui lòng cung cấp thông tin chỉ tiết tìm kiếm của bạn qua email ios@traveloka.com

Figure 3.19 A bad review about Traveloka's system error on Appstore

However, Traveloka’s system quality is not flawless Some users have reported issues with the app’s performance, such as slow loading,

crashing, and errors

Therefore, Traveloka’s system quality can be considered as good but

not excellent Traveloka has achieved a high level of functionality,

usability, efficiency, and security for its app, but it still needs to improve

its reliability and accuracy

to the content aspects of the system, such as accuracy, completeness,

relevance, timeliness, and consistency

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Figure 3.20 Traveloka's complete information about customers’ orders

Traveloka provides accurate and complete information about these

services on its app The app also updates the information regularly to

reflect the latest availability and prices The app also provides relevant

information for customers based on their preferences and needs

Tôi tìm khách san ở HN là 15 nhận phòng và 16 trả phòng (chứ k phải 15 nhận và 15 trả) nhưng traveloka lại hiện cả phòng thuê 2 tiếng, khiến người dùng nhầm lẫn là phòng qua đêm và đặt (thậm chí ngay cả biên nhận cũng ghi 15 nhận phòng và 16 trả phòng), cuối cùng làm tôi tốn thêm tiền để ở qua đêm Thật thất vọng

2 người thấy bài đánh giá này hữu ích

Figure 3.21 A bad review of Traveloka's inconsistent information

However, Traveloka’s information quality is not perfect Some users have complained about the inconsistency of the information between

the app and the actual service providers fior example, some users

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Mobile Commerce

reported that the flight or hotel they booked on the app was not

confirmed or available by the service provider Some users also

reported that the prices or promotions on the app were different from

those offered by the service provider These issues may affect the user

satisfaction and trust of Traveloka’s app

Therefore, Traveloka’s information quality can be considered as

good but not excellent Traveloka has achieved a high level of accuracy,

completeness, relevance, and timeliness for its app, but it still needs to

improve its consistency Traveloka should also verify and validate the

information provided by its partners and ensure that it matches with the

information on its app

fi Service quality

Service quality is another aspect that affects the user trust and satisfaction of mobile commerce applications Service quality refers to

the human aspects of the system, such as responsiveness, courtesy,

empathy, and assurance

Figure 3.22 Traveloka's customer service

Traveloka provides customer support 24/7 via phone, email, chat,

and social media The app also provides features such as e-tickets, e-

vouchers, e-receipts, and e-refunds to enhance customer convenience

CSKH siêu tệ Hotline đúng vô dụng Gọi toàn nói linh tinh, nhập mã đặt chỗ kêu sai xong tắt luôn

Nhắn tin qua app thì trả lời cho có xong đánh dấu là hoàn thiện Tư duy logic của CSKH thực sự có vất

đề 1 vấn đề rất nhỏ nhưng nói mãi không hiểu Trả lời còn tệ hơn bọn robot trả lời tự động

3 người thấy bài đánh giá này hữu ích

Figure 3.23 A bad review of Traveloka's customer service quality

Traveloka’s service quality is not impeccable Some users have

expressed dissatisfaction with the service quality of Traveloka's

partners or customer service representatives fior example, some users

reported that they encountered problems with their bookings or

payments and did not receive adequate assistance or compensation

from Traveloka Some users also reported that they experienced rude or

unprofessional behavior from Traveloka’s staff or partners These issues

may affect the user perception and trust of Traveloka’s app

Therefore, Traveloka’s service quality can be considered as good but

not excellent Traveloka has achieved a high level of responsiveness,

courtesy, empathy, and assurance for its app, but it still needs to

improve its service delivery and recovery Traveloka should also monitor

and evaluate the service quality of its partners and staff and ensure that

they meet the customer expectations and standards

4 Structural assurance

Structural assurance is another aspect that affects the user trust and satisfaction of mobile commerce applications Structural assurance

refers to the trustworthiness of the system, such as privacy protection,

security policies, and guarantees

Mobile Commerce

traveloka#

Figure 3.24 Traveloka'sdata privacy and protection policy

Traveloka ensures the privacy and security of its customers’ data

and transactions by using encryption technology, secure sockets layer

(SSL), and payment verification methods The app also has a privacy

policy and terms and conditions that explain how it collects, uses, and

protects customer information The app also offers a refund policy and a

guarantee program that cover certain cases of cancellation or service

5 người thầy bài đánh giá này hữu ích

Figure 3.25 A bad review of Traveloka's exposed customer information

However, Traveloka’s structural assurance is not impeccable Some users have reported difficulties or delays in getting refunds or

compensation from Traveloka Some users have also expressed

concerns about the reliability and validity of the information and

services provided by Traveloka’s partners These issues may affect the

user trust and confidence of Traveloka’s app

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Mobile Commerce

Therefore, Traveloka’s structural assurance can be considered as

good but not excellent Traveloka has achieved a high level of privacy

protection, security policies, and guarantees for its app, but it still needs

to improve its refund process and partner quality Traveloka should also

communicate and demonstrate its structural assurance to its customers

more effectively and transparently

Figure 4.26 Traveloka's mobile app design

The design of the mobile commerce in the travel app Traveloka in

Vietnam is a key factor that contributes to the user experience The

design of the app is simple and elegant, using blue and white as the

main colors These colors create a sense of calmness, trust, and

professionalism for the users The app also has a clear and intuitive

layout that allows users to easily navigate and access different features,

such as flights, hotels, car rentals, activities, and more The app also

uses icons, animations, and images to enhance the visual appeal and

functionality of the app

fior example, the app has a flight icon that shows the departure and arrival time, a hotel icon that shows the rating and price, and an activity

icon that shows the location and category The app also has animations

that show the loading and booking progress, and images that show the

destination and accommodation options

According to Medium, it seems that users have a positive attitude toward the design of Traveloka Users appreciate the simplicity,

elegance, and functionality of the app’s design, as well as the visual

appeal and interactivity of the app’s features Users also find the app’s

design to be consistent, attractive, and intuitive, which creates a

positive first impression and mood for them Users also enjoy the

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Figure 4.27 Traveloka's overall features

The functionality of the mobile commerce in the travel app

Traveloka in Vietnam is another important factor that contributes to the

user experience The functionality of the app is robust and responsive,

providing users with a wide range of features and capabilities The app

allows users to search, compare, and book flights, hotels, car rentals,

activities, and more from various providers The app also offers

personalization, feedback, and payment options for the users The

functionality of the app improves the efficiency, effectiveness, and

enjoyment of the users

Some of the features and capabilities that the app offers are: