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

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.