The Impact of E-Wallet on ADNOC's Customer Satisfaction

Date
2020-10-01
Authors
Argimbayeva, Gaukharay
Menasria, Ines
Elshareif, Elgilani
Lewis, Alfred
Journal Title
Journal ISSN
Volume Title
Publisher
Association for Computing Machinery
Abstract
This paper analyzes the effects of E- Wallet on Abu Dhabi National Oil Company (ADNOC) customers' satisfaction. A comprehensive discussion of the various services provided by ADNOC was presented to capture related and unrelated product offerings. Given that the primary offering is fueling, ADNOC also provides services such as lubrication, car wash options and tire centers. The ADNOC stations also have alliances with the food and beverage industry such as McDonald's corporation, Costa Coffee as well as Starbucks. Given that this paper presents the first study of ANDOC's utilization of the E-Wallet and customer satisfaction, results from other industries were reviewed to establish an overview of customers' utilization of E-Payment facilities. For this study a survey was administered to solicit responses from ADNOC's customers to ascertain the satisfaction level of the utilization of the E-Wallet. Coefficient alpha was used to measure the internal consistency reliability of both E-wallet and Customer Satisfaction subsets. The research paper also used Pearson's correlation coefficient to assess the degree of possible relationship between the Pearson's correlation coefficient. Coefficient alpha was 0.85 and 0.95 for E-wallet and Customer Satisfaction respectively. Pearson's correlation coefficient test was 0.815 indicates that there is strong relationship between Pearson's correlation coefficient. The finding is expected to help ADNOC management to better understand the concept of "know your customers". © 2020 ACM.
Description
This article is not available at CUD collection. The version of scholarly record of this article is published in ACM International Conference Proceeding Series (2020), available online at: https://doi-org.ezp.cud.ac.ae/10.1145/3377571.3377631
Keywords
ADNOC, customer satisfaction, E-Payments, E-Wallet, Beverages, Correlation methods, E-learning, Electronic money, Oils and fats, Petroleum industry, Sales, Abu Dhabi national oil companies, Customers' satisfaction, Food and beverage industry, Internal consistency reliability, Pearson's correlation coefficients, Product offerings, Research papers
Citation
Argimbayeva, G., Menasria, I., Elshareif, E., & Lewis, A. (2020, January). The Impact of E-Wallet on ADNOC's Customer Satisfaction. In Proceedings of the 2020 11th International Conference on E-Education, E-Business, E-Management, and E-Learning (pp. 364-368). https://doi-org.ezp.cud.ac.ae/10.1145/3377571.3377631
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