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User Friendly and User Satisfaction Model Aligned With FinTech

User Friendly and User Satisfaction Model Aligned With FinTech
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Author(s): Khalid Ahmed Al-Emadi (Arab Open University, Bahrain), Zorah Abu Kassim (Arab Open University, Bahrain) and Anjum Razzaque (Ahlia University, Bahrain)
Copyright: 2021
Pages: 11
Source title: Innovative Strategies for Implementing FinTech in Banking
Source Author(s)/Editor(s): Yousif Abdullatif Albastaki (Ahlia University, Bahrain), Anjum Razzaque (Ahlia University, Bahrain) and Adel M. Sarea (Ahlia University, Bahrain)
DOI: 10.4018/978-1-7998-3257-7.ch017


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This chapter investigates user friendliness and user satisfaction at Ministry of Works (MoW), Kingdom of Bahrain. Literature is focused on Technology Acceptance Model (TAM), Perceived Ease of Use (PEOU) as having a positive link to user friendliness. Findings show that user friendliness has a positive and significant impact on user satisfaction. This is empirically tested with a sample of 131 employees, a quantitative approach using SPSS Version 25, Pearson Correlation, Factor and Regression Analysis. Findings contribute to the existing body of knowledge in providing insights on factors influencing user satisfaction. Limitation of the study include small sample size, convenience sampling, and no interactive effects examined. Further studies should measure other variables such as user resistance to change and environmental factors. Other studies on user confidence level could also be investigated. User confidence has a major role in improving customer satisfaction.

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