Fonte: Journal of Tourism & Development; v. 2, n. 21/22 (2014); 193-201
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Resumo: The internet is considered one of the tools that have most benefited business/consumer relationships given that it has provided greater access to information and facilitated communication between people. In turn, travel agencies have had to adhere to these new technologies in order to conform to a new market. Given this change, travel agencies now market their products and services using websites. With that in mind, the objective of this study is to evaluate both the content and quality of information available on the CVC (considered one of the best travel agencies in Brazil for online sales) website in order to identify whether the website has any user-related problems that may negatively affect the ability to meet user needs. To that end, a literature review was conducted in search of discussions on information technologies, travel agencies, and usability. To determine these positive and negative aspects, a test to identify usability problems was performed. It was noticed that although the website is a highly useful tool for purchasing and selling travel and tourism products and services, it still needs some adjustments to deliver quality service to its users.
