FACTORS THAT IMPACT USERS' SATISFACTION WHEN USING DIGITAL CONTACT TRACING APP: THE CASE OF EHTERAZ

Abstract

This research aims to investigate the user satisfaction of Ehteraz in Qatar as a unique case study due to the mandatory requirement to download and present to authorities. Individuals in Qatar are excluded from accessing public spaces, buildings, transport, workplaces, in fact, anywhere where they might come into contact with others unless they can provide evidence of an uninfected state – Green QR Code. The compulsory requirement is specifically relevant to this research as user satisfaction might be impacted by user health status (chronic illness) and user perceptions of voluntariness (willingness to install). Hence, the study examines the factors that affect user satisfaction and contrasts these with individuals in poor health or resistant volunteers. The main research questions are: What are the main factors affecting users’ satisfaction when using Ehteraz App? Do voluntariness and the status of users’ chronic diseases moderate the relations of the predictors with satisfaction when using Ehteraz App? What are the recommendations for developers in Qatar to improve Ehteraz App to increase users’ satisfaction? The study of pandemics and specifically the use of DCT apps are a new and exciting field of research, as technology and the pandemic itself come together. This study draws on two existing areas: Those concerning the rationale for DCT apps, such as: measuring to what extent these apps affect public health, limiting to achieve the public health objectives, and being scientifically justified, and those related to measuring the satisfaction or adoption of technology: The Unified Theory of Acceptance and Use of Technology (UTAUT) and the Information System Success Model (ISSM) are adopted to determine the factors that impact users’ satisfaction when using Ehteraz App. The originality of this research is derived from the integration of the two models into a unified user satisfaction model, with nine related variables (7 independent and one independent) creating associated hypotheses. The study tested the strength of the dependent variables using a traditional scientific, normative approach. An online convenience sample survey of 550 users using a 34 item questionnaire was conducted and analyzed for reliability (Cronbach Alpha), and each of the seven independent factors was analyzed for correlation. The two moderators (Volunariness and Chronic Disease) were used to measure their impact on the relationship between the study’s variables and public acceptance. The results indicated that four of the seven variables of user satisfaction are specifically vital in the case of Ehteraz: Performance Expectancy, Effort Expectancy, System Quality & Trust. Information Quality, Technical Experience, and Privacy were not indicators of satisfaction. There is no substantial evidence to indicate a relationship between user satisfaction and either Chronic Disease or Voluntariness. The designer and developers of DCT apps should focus on the reliability and accessibility of the DCT apps to become easier to use and provide more accurate information.