Title: Factors influencing users' satisfaction when using Ehteraz app: the case of Qatar

Authors: Sally Mohamed Mousa Al-Soni; Emad Ahmed Abu-Shanab

Addresses: Media Management, Aljazeera Media Network, Qatar ' Accounting and Information Systems Department, CBE, Qatar University, Qatar

Abstract: Individuals in Qatar are required to download and use a digital contact tracing (DCT) app (known as Ehteraz app) to be granted the accessibility to all public facilities and shopping malls. The study aims to identify the users' satisfaction when using Ehteraz app. An integrated research model was utilised based on two major theories in the literature. 550 respondents were randomly surveyed to examine the hypotheses of the research model and answer the research questions. The results indicated that performance expectancy, effort expectancy, system quality and trust are significant factors when using Ehteraz, while information quality, technical experience, and privacy were not significant predictors of satisfaction. There is no substantial evidence to indicate a relationship between user satisfaction and either chronic disease or voluntariness. Overall, the research provides useful insights for the designers and developers of Ehteraz, the Qatari Government, and health authorities.

Keywords: Ehteraz; mobile app; users' satisfaction; digital contact tracing; DCT; m-government app; Qatar; UTAUT2; ISSM.

DOI: 10.1504/IJISCM.2021.10046295

International Journal of Information Systems and Change Management, 2021 Vol.12 No.4, pp.365 - 389

Received: 09 Feb 2022
Accepted: 10 Mar 2022

Published online: 11 May 2022 *

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