MAIN BAR­RI­ERS FOR DIGITAL CHAN­NELS ADOP­TION BY NA­TION­AL­ITY

Arabnet - The Quarterly - - Technology -

In hopes of bet­ter un­der­stand­ing the dis­crep­an­cies be­tween bar­ri­ers for digital chan­nels adop­tion among UAE’S difffff­fer­ent na­tion­al­i­ties, the top rea­sons were high­lighted for each cat­e­gory. For Emi­ratis, the most com­mon rea­son for not us­ing digital chan­nels is the pres­ence of sup­port staffff that han­dles ser­vices on their be­half; on the other hand, Arab ex­pats be­lieve that cus­tomer ser­vice is more flex­i­ble on the phone / in per­son, and Asians con­sider the on­line process to be dif­fi­cult and time con­sum­ing. This in­di­cates that the user ex­pe­ri­ence is a pri­mary fac­tor hin­der­ing digital channel adop­tion.

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