Untact Technology and Customer Reconciliation: The Role of Voice and Customer-Centric Strategies

Abstract

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This study works through the usage of untact technology and customer reconciliation. In the urban world, each and everyone has witnessed untact services, untact recruitments, and untact elections, the public finds it convenient and time-saving. It gives room for customization and most importantly the human error factor is ruled out. The study focuses on the moderating role of customer’s voice & customer-centric strategies on the relation of untact technology & customer satisfaction and the mediating role of customer satisfaction between untact technology (independent variable) & customer reconciliation (dependent variable). Factor analysis, total variance, descriptive statistics, reliability analysis, correlation analysis, and regression analysis were applied to test the variables, items, and hypothesis. The aim of this study is to propose to the companies; how to get a better understanding of their customers, thus focusing on achieving customer reconciliation. It advises the companies to focus on contact services as well along with untact as people in Pakistan are still struggling with untact technology.

Keywords: Untact technology, customer’s voice, customer-centric strategies, customer satisfaction, customer reconciliation