Investigating User Experience Disparity in E-Commerce: A Case Study of Computer Science Professionals vs. Regular Users on the Saudi Airlines Platform

This research aims to elucidate the divergent perspectives of computer science professionals and general users on e-commerce system usability. By examining the Saudi Airlines reservation system as a case study, this study seeks to identify key disparities in user experience between these two groups. The research will contribute to a deeper understanding of how system design can be optimized to cater to a wider range of users. A user experience evaluation of the system was undertaken using the user experience questionnaire (UEQ) framework, focusing on the dimensions of attractiveness, perspicuity, efficiency, dependability, stimulation, and novelty. Findings indicate no significant disparity in user experience between regular and professional computer users when interacting with the Saudia Airlines reservation system. However, a notable trend emerged: a mean increase of 1.96 in perspicuity ratings and a mean decrease of 0.53 in novelty ratings across all user groups. The research findings offer a valuable resource for Saudia development teams in their pursuit of optimising the reservations website. Specifically, the results provide actionable insights for enhancing the system’s interface and overall user experience.