The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
<p>This study aimed to determine the impact of the self-service technology (SST) adoption</p><p>attributes, namely ease of use, reliability, readiness, and interactivity, on customer</p><p>satisfaction towards governmental service...
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| Format: | thesis |
| Language: | eng |
| Published: |
2023
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=10460 |
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| Summary: | <p>This study aimed to determine the impact of the self-service technology (SST) adoption</p><p>attributes, namely ease of use, reliability, readiness, and interactivity, on customer</p><p>satisfaction towards governmental services in the United Arab Emirates (UAE). This</p><p>study adopted a quantitative approach. A sample consisted of 385 customers of Abu</p><p>Dhabi Distribution Company (ADDC), which were selected using simple random</p><p>sampling. Data were collected using a questionnaire as a research instrument and</p><p>analysed using multiple linear regression. At the significance level of 0.05, the findings</p><p>revealed SST reliability (= -0.113, p=0.045) and interactivity of SST (=0.302,</p><p>p=0.000) as significant predictors of customer satisfaction. In particular, the effect of</p><p>SST reliability on customer satisfaction is negative, while the effect of SST interactivity</p><p>is positive. The SST ease of use (=0.034, p=0.549), and SST readiness (=-0.044,</p><p>p=0.422) do not significantly affect customer satisfaction. In conclusion, the</p><p>interactivity attributes of the self-service technology would enhance customer</p><p>satisfaction with governmental services, while the reliability aspect of SST is more</p><p>likely to reduce customer satisfaction. In implication, the findings provide useful</p><p>guidance on attributes of self-service technology (SST) adoption attributes that can be</p><p>tackled in order to achieve high levels of customer satisfaction with the governmental</p><p>services in the UAE, particularly ADDC.</p> |
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