Assessing the Quality of UAE Mobile Apps Self Service Technology: Customers’ Satisfaction

Abdellatif Tchantchane^1, , Humaid Ibrahim Al-Awadhi¹ and Munir Lutfi¹

¹Faculty of Engineering and Information Sciences, University of Wollongong in Dubai, UAE

Cite this paper:
Abdellatif Tchantchane, Humaid Ibrahim Al-Awadhi and Munir Lutfi. Assessing the Quality of UAE Mobile Apps Self Service Technology: Customers’ Satisfaction. Journal of Innovations in Teaching and Learning. 2022; 2(1):10-17. doi: 10.12691/jitl-2-1-2

Abstract

This study assesses the management of technology quality in the United Arab Emirates Government Mobile Apps services through customers satisfaction. The aim is to gain information and evaluate the quality in Self-Service Technology (SST) in UAE Government Mobile Apps. There are key performance indicators to measure the progress of achieving Government Vision 2021 which are Happiness Index, National Identity Index, Human Development Index, Social Cohesion Index, Family Cohesion Index, and Number of Olympic medals won. This research focuses on the Happiness index by measuring UAE government Mobile Apps customers’ satisfaction. The primary source of this research includes a questionnaire developed to assess the level of customers satisfaction through the factors: perceived usefulness, security/ trust, reliability, enjoyment, and perceived ease of use. First the importance index for all factors was computed so as to rank the factors. Then structure equation modelling was conducted to explore the relationship between the measured constructs which are the user perceived quality and user satisfaction with the use of Mobile Apps. Interviews were also conducted to uncover potential discontent with the use of this technology.

Keywords:
government mobile apps user satisfaction structural equation model

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