The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi

書目詳細資料
主要作者:	Al Hosani, Ahmed Ibrahim
格式:	Thesis
語言:	英语
出版:	2024
主題:	HG Finance
在線閱讀:	https://ir.upsi.edu.my/detailsg.php?det=11975
Abstract	Abstract here

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author	Al Hosani, Ahmed Ibrahim
author_facet	Al Hosani, Ahmed Ibrahim
author_sort	Al Hosani, Ahmed Ibrahim
description
format	Thesis
id	upsi-11975
institution	Universiti Pendidikan Sultan Idris
language	English
publishDate	2024
record_format	sWADAH
record_pdf	Restricted
spelling	upsi-119752025-02-14 The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi 2024 Al Hosani, Ahmed Ibrahim HG Finance <p>This study aimed to examine the effect of customer experience dimensions i.e.,</p><p>comfort, security, and usability, on customer happiness, the effect of customer</p><p>experience dimensions and customer happiness on e-government portal success, as</p><p>well as the effect of customer happiness as a mediator in the relationship between</p><p>customer experience dimensions and egovernment success. This study adopted a</p><p>quantitative approach. The sample consisted of 400 users of TAMM, the Abu Dhabi egovernment</p><p>portal, were selected through stratified random sampling technique. The</p><p>Covariance-based Structural Equation Modeling (CBSEM) using IBM SPSS AMOS</p><p>software was utilised to test the hypotheses. The findings revealed that all the</p><p>customer experience dimensions, namely comfort (=0.318, pvalue=0.001), security</p><p>(=0.289, p-value=0.001), and usability (=0.310, p-value=0.000) have significant</p><p>effects on customer happiness at a significance level of 0.05. The effect of customer</p><p>experience dimensions, namely comfort (=0.165, p-value=0.019), security (=0.357,</p><p>p-value=0.000), and usability (=0.205, p-value=0.009), as well as customer</p><p>happiness (=0.312, p-value=0.001) on e-government portal success, are also</p><p>statistically significant at 0.05 significance value. The findings also revealed that</p><p>customer happiness significantly mediates the relationship between customer</p><p>experience and e-government portal success (p<0.05). In conclusion, the dimensions</p><p>of customer experience and customer happiness play an important role in ensuring the</p><p>success of the e-government portal. In implications, the study suggests that customers'</p><p>experience and happiness in TAMM services should be monitored regularly as it is the</p><p>key to the success of e-government in Abu Dhabi.</p> 2024 thesis https://ir.upsi.edu.my/detailsg.php?det=11975 https://ir.upsi.edu.my/detailsg.php?det=11975 text eng N/A openAccess Doctoral Perpustakaan Tuanku Bainun Fakulti Pengurusan dan Ekonomi <p>Ab Hamid, M. R., Sami, W., & Sidek, M. M. (2017, September). Discriminant validity assessment: Use of Fornell & Larcker criterion versus HTMT criterion. Journal of Physics: Conference Series, 890(1), 012163. https://iopscience.iop.org/article/10.1088/1742-6596/890/1/012163/meta</p><p>Abdelmoteleb, A. A. S., Kamarudin, S., & Nohuddin, P. N. E. (2017). Data-driven customer experience and the roadmap to deliver happiness. Marketing and Branding Research, 4(2017), 236-248. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3345443</p><p>Abdulfattah, Y., & Al-Jenaibi, B. (2017). 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spellingShingle	HG Finance Al Hosani, Ahmed Ibrahim The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
thesis_level	PhD
title	The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
title_full	The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
title_fullStr	The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
title_full_unstemmed	The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
title_short	The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi
title_sort	mediating effect of customer happiness in the relationship between customer experience and e govenment portal success in abu dhabi
topic	HG Finance
url	https://ir.upsi.edu.my/detailsg.php?det=11975
work_keys_str_mv	AT alhosaniahmedibrahim themediatingeffectofcustomerhappinessintherelationshipbetweencustomerexperienceandegovenmentportalsuccessinabudhabi AT alhosaniahmedibrahim mediatingeffectofcustomerhappinessintherelationshipbetweencustomerexperienceandegovenmentportalsuccessinabudhabi

The mediating effect of customer happiness in the relationship between customer experience and E-Govenment portal success in Abu Dhabi

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