The impact of digitalization on customer satisfaction: case NAFTAL KHADAMAT mobile application

Abstract

This study explores the influence of digitalization, particularly through "NAFTAL KHADAMAT" mobile application, its free nature, and quality, on customer satisfaction. Using a quantitative research approach and an online survey with 150 respondents, multiple linear regression analysis was employed to examine the relationship between digitalization, "NAFTAL KHADAMAT" mobile application, its free nature, quality, and customer satisfaction. The findings reveal a positive correlation between these variables and customer satisfaction, highlighting the importance of embracing digital services and prioritizing quality and affordability in digital offerings to enhance overall customer satisfaction.