AbstractThis 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 satisfac.....