Modelling the Factors Measuring Customer Service Excellence for Mobile Application Technology Usage in Abu Dhabi

Authors

  • Azlina Binti Md Yassin
  • Saeed Al Naqbi

Keywords:

PLS-SEM, Abu Dhabi, Mobile technology, Customer Satisfaction Excellence

Abstract

In many areas of business, technological innovation is critical. The ability to use technology to transform organisations is now a requirement in all industries. Nonetheless, technological acceptance has a significant impact on overall corporate performance. Mobile applications are becoming more popular all over the world. As a result, the goal of this research is to look into the technology acceptance model in order to improve customer service in mobile applications. A questionnaire survey was used to collect data from mobile users in Abu Dhabi Municipality. The Partial Least Squares-Structural Equation Modelling (PLS-SEM) technique, aided by SmartPLS software, was used to analyse 396 completed questionnaire forms. The study's findings indicate that perceived usefulness, perceived ease of use, and attitude all have a significant impact on the intention to use technology. The role of intention to use as a moderator is also confirmed, as is the moderating effect of user experience. Furthermore, statistical evidence supports the role of user experience as a moderator in the customer satisfaction experience. The study's findings give marketing managers and academics a much stronger foundation for recommending CSE strategies. As a result, telecom operators must go above and beyond to improve PU, PEOU, and attitude, as well as develop strategies, in order to achieve a higher level of CSE.

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Published

09-05-2022

Issue

Section

Special Issue 2022: Knowledge Management

How to Cite

Azlina Binti Md Yassin, & Al Naqbi, S. . (2022). Modelling the Factors Measuring Customer Service Excellence for Mobile Application Technology Usage in Abu Dhabi. International Journal of Sustainable Construction Engineering and Technology, 13(2), 51-67. https://penerbit.uthm.edu.my/ojs/index.php/IJSCET/article/view/11320