Identifying happiness index parameters in the United Arab Emirates to develop better user feedback tools

Abstract

This study attempts to determine the concept and meaning of happiness for customers in the United Arab Emirates by understanding user preferences for governmental services. Focusing on three sectors, health, education, and utility, this study intends to highlight the main happiness indices and show how the level of priority or importance of these indices can differ between sectors. The results reveal that time is the most vital happiness factor for customers in the utility sector, followed by quality and cost. In contrast, in both the education and health sectors, quality is the most vital factor, followed by time and cost. Three models were generated for the selected sectors-based on keywords extracted from interviewee responses. Furthermore, customers in the United Arab Emirates prefer on-the-spot feedback tools to out-of-the-spot tools. The analysis results of the qualitative interviews and quantitative surveys can facilitate and guide the development and selection of appropriate feedback tools. Finally, some feedback tools are proposed based on the happiness indices of customers and the study results.

Full text

Identifying Happiness Index Parameters for
Developing Better User Feedback Tools in the
United Arab Emirates
Abstract


    
 
!!"
#        $        
    !            !
  
       ! !     
  !  %    &       
  % ! !
            !'      
 !          !     
!      !  !        
  
 %  !' 
  !      !'    (    
!
Keywords
 )  &  %        %
  )  &  *  '      
 +,! ,+
0 | *   

1 Introduction
&-./0  1!2 )),'3
13' 
              !      
  !    '  !    4*&  !
  !  ! 
 ) 
 (%
    !  !      !      !'
       4*&
    5      !  
    !'    !        
   !      '     !  
  !              !'        
!    !       
          6+&&78  3/-  9  /.::  ; 
!   
!<
%"!"
         !          
        2       
                
 !        !  
 
    !  3        !
    ! "    ' !
=!>  ! => ?@?A -./0
B                  
 &
    ' !    
   ! !
 !  %          !    "
                  
1 | *   

!!'
!'

2 Literature Review: Importance and De+nition of Customer
Happiness
  6+&&787/- 9 /.:: ;  C/D  ! 
%!! $!8='
(     -E     > 6+&&78
3/F9/9/.::;8?%!!
          #    
        $! +  +  6+&&78  2/:  9
/.::;
  '                    
 !=
!B
                    > 6+&&78
38C0/9/9/.::;% !
!
7                  !
          (        
  + !     !    
!  !    !      '      
 ( ! 6+&&78 C0/9
/.::;
  6+&&78 .C9  00:9  /.::;  =B  
!!  )
      5         5    !
   >   5    

 6+&&78/-9
/  9  /.::  ;  =        '  '  
   >  6+&&78 C0/ 9 /.:: ;
2 | *   

           
!
& ?%!
                    !  
5 6+&&78  C0/  9  /.::  ;      6+&&78
.C/9/.:: ;      
/0D!%
!G F:D)!
!
3 Research Methodology
H !             %
 !'! !  
   !     
%$ 

B!
%     (        
%!
    %      /E.      5    
?%
             %  
%    !    (         
!       
        )  5        
               %        !
        !
!%
(!
(
 ! !  '
 /0 %       '
 !   (   
3 | *   

  !  !      !        
          /       !  

Table 1 Interview Questions, Answers, and Extracted Keywords
%  
4
When you go to a
hospital/clinic for
emergency/appoi
ntment
treatment, what
would make you
happy to return
to the same
hospital/clinic (in
the future)?
B  &              &
          
   !    
  % !  
#      
        
!     
! 
! ?%     ?

%          
%



%
!


?


    %          ,3'I
        I         /E.
 5    
%
/-  %              
%
2'! 
   6+&&78  ,C.  9  /.::  ;   !  
4 | *   

  !                 !

      %      !J          
!
<        %      '    !  ?
%J
B<
B  !  K      !        
  "         
        !      (    
!<
B          !        !
<
B  L          !  
<
4 Findings and Results
   5      !        
 '!
    (   5        ! %
 & /  - :  '
          !          
!      !        
!!"G! 
      !    !          
!!!
!J
EducationJ  &    '  !  ?%
   

HealthcareJ&  '! ?%
  
5 | *   

UtilityJ  &            ?
%      (              

     0 % 
    !                 
    !          )      
 %

!  %
(!' !&
 ( !%
!
!
    !  %  
 
6 | *   
Figure 1 Education Sector Happiness Index Model

!!!'
   !        
"!' !'
!!6+&&78MC-/9/.::;
  F-/D  !            
!'!!'
 N                 
!'    !        !    O?
!'&  
       ??         

3     !    CFPD  !      
!!
7 | *   
Figure 2 Happiness Index in the Three Sectors

.
/.
-.
:.
0.
N.
F.
'
3 B
7, 
++ ,3,
1H+ QH
Figure 3 Respondents’ Preferred Feedback Tool
      !    !  !    !'  
    =    >          !  
=!>"!
 PFD   !  
!'    ??            ?!??

& (%  
            !      
)    !     !      
        ! !'   ! 
3 
!'    !        !       ??
!' !?!??
          
!'
!'
8 | *   

5 Suggested Feedback Tools
5.1 On-the-Spot Tools
A!!'
!!??
5.1.1 Near
Field
Communi
cation
(NFC)
Technolo
gy
,      (    8+  !    
  8+
            B  
A'A8+!
"   (     
 
R       !         6  +&&78
H//9/.::;
!??
!'     8+         
!'!J
/           ?  !'  
!
- 8+1M!!'
 
:                        
              !  

0 +          1M  !    !'  

 F        !    8+      (
    R  &       
9 | *   

S  -./N    R  + ! +   &  
         !   K        
!!H
  (              
8+?
8+(J
/ &                '' '
                ?

- &! ! %

)              !    
!J
/       7,    *
          0F    !  /-E    
:NCD  *   (  

- 8 B A'A%
              , $  ,
2  8+
: 8+
!
0 B?
1M ' ! 8   
1M'

5.1.2 Touch
Screen
Tablets
 ?
?!!J
10 | *   

/ !                
!'%
- 
  P                  R
+  !  +    &    !  !      

5.2 Out-of-the-Spot Tools
7 -0D!!?
!??  !'              !    
     ! ?!?? !'   
         !'       N
I!I!!
!'     ?!?? ??
!'
6 Research Conclusions, Contributions, and Limitations
                
        
                   
5            
                    
!!'

 ! %     
%! (
!!!
!(!
%                 
  &    %      !    
11 | *   

    !               %  
(!(!'

!
    5   !'
%!  &     ! 
  (   &  
!!'
2 
  !         
5!
   &         !   !  
(
7 References
 B  + @M 21/CC0+! 
' (J!,The Journal of
Marketing N:?FF
 ) 8'  4! A @,5 ,-..C!
!!
Scientic Bulletin Series C:
Fascicle Mechanics, Tribology, Machine -: -P
M /CC-INC-BOSTON MA- /0 /::?/::
3   A @T $-./-
In 6th International Workshop on Ubiquitous Health
and Wellness )
7 3-./-Ninety-one per cent of Emiratis happy with their quality of life
1!8JJLLLL?
LC/???!?????%?!?!
,' 33-./FUAE happiest country in the region1!
!JJLL!LLLL??
????//FCFP.-
,  @+ U/CC.Basics of Qualitative Research: Techniques and
Procedures for Developing Grounded Theory (Vol. 15)H/N8
*'J,$*
12 | *   

8 Appendix: Identifying Happiness Index Parameters for
Developing Better User Feedback Tools in the United Arab
Emirates Questionnaire (Survey)
/ B<

3
-B<
M
1
H
13 | *   

:B<
/E-E
-C:C
0.
0B!<
2
$!
$!
7!???????????????????????????????

NB!!<
A$+37
7
,17
A77
M7
+,,7
*+,7
+37
37
)*7
*7
  M7
*,7
),7
+7
 2  , 37
& 3 17
*,17
M! * ,,7
7V,7
  7
337
7!
F2<
Q
8
&!!?????????????????

P&! !<
14 | *   

Q
8
E2!'<
Q
8
CB!(<A"
 !!!'J
$% #'



)
$
2
,
7!??????????????????????????????????????????
/.B!'!<
7
7!
//B!!!'<
B
3
+

,3,
1
1
1
7
7!???????????????????????????????????????

/-2!'
<

????????????????????????????????????????????????????????????????????????????????????????????????????????
???????????????????????????????????????????????????????????????????????????????????????????????????????????
????????????????????????
15 | *   