أثر التكنولوجيا الناشئة على أداء مراكز إسعاد المتعاملين وفق نظام النجوم العالمي لتصنيف الخدمات : دراسة تطبيقية على المراكز التابعة لوزارة الداخلية في دولة الإمارات

Abstract EN

The study aimed to identify the impact of emerging technology on the performance of customer happiness centers according to the international star system for classifying services in the centers of the Ministry of Interior in the UAE.

The study used the descriptive analytical method, and the study sample consisted of (135) administrators at the highest administrative levels in (15) Customer Happiness Centers affiliated to the Ministry of Interior at the level of the UAE, and they were chosen by stratified random method.

The questionnaire was used as a study tool.

The results of the study revealed that the level of emerging technology and the performance level of workers' happiness centers in the centers affiliated with the Ministry of Interior in the UAE were all at a high level.

There is a statistically significant impact at (a > 0.05) for emerging technology in its two dimensions (artificial intelligence and big data) in the performance of customer happiness centers in all its dimensions (quality of service, cost of service, ease of access to service) in the centers of the Ministry of Interior in the UAE.

The study recommended that senior management should keep abreast of all emerging technology, and study its benefits in depth in order to employ it in customer happiness centers in all its transactions.