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Type :thesis
Subject :HD Industries. Land use. Labor
Main Author :Alhosani, Khalaf Abdulla
Title :The impacts of self-service technology adoption attributes on customer satisfaction in Abu Dhabi distribution company (ADDC)
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2023
Corporate Name :Universiti Pendidikan Sultan Idris
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Abstract : Universiti Pendidikan Sultan Idris
This study aimed to determine the impact of the self-service technology (SST) adoption attributes, namely ease of use, reliability, readiness, and interactivity, on customer satisfaction towards governmental services in the United Arab Emirates (UAE). This study adopted a quantitative approach. A sample consisted of 385 customers of Abu Dhabi Distribution Company (ADDC), which were selected using simple random sampling. Data were collected using a questionnaire as a research instrument and analysed using multiple linear regression. At the significance level of 0.05, the findings revealed SST reliability (β= -0.113, p=0.045) and interactivity of SST (β=0.302, p=0.000) as significant predictors of customer satisfaction. In particular, the effect of SST reliability on customer satisfaction is negative, while the effect of SST interactivity is positive. The SST ease of use (β=0.034, p=0.549), and SST readiness (β=-0.044, p=0.422) do not significantly affect customer satisfaction. In conclusion, the interactivity attributes of the self-service technology would enhance customer satisfaction with governmental services, while the reliability aspect of SST is more likely to reduce customer satisfaction. In implication, the findings provide useful guidance on attributes of self-service technology (SST) adoption attributes that can be tackled in order to achieve high levels of customer satisfaction with the governmental services in the UAE, particularly ADDC.


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