Analysis of Factors Influencing Emiratis’ Satisfaction with Employee Assistance Programs in the UAE Service Sector

This study investigates the factors influencing overall satisfaction with Employee Assistance Programs (EAPs) in the service sector of the United Arab Emirates (UAE). Utilizing factor and regression analyses, we examine the relationships between various factors and overall satisfaction levels among Emirati employees. Data were collected through surveys distributed to employees across different service sector organizations in the UAE. The sample size was limited to 50. The literature analysis identified key determinants of satisfaction, including addressing Psychological Issues, Support during Crises, Cost-Effectiveness, Core Technology Use, Stigma, Confidentiality, Supervisory Support, Cultural Sensitivity, Language Support, Management Support, and the range of services offered by EAPs. Performing factor analysis, the influencing factors are categorized under five major elements. The Regression analysis results indicate that the factors associated with Supportive Services and Accessibility, User Experience and Service Integration and Comprehensive Service Provisions and Responsiveness have influence on the level of Emiratis satisfaction with EAPs. Whereas, regarding Operational Efficiency and Effectiveness and Service Impact and Availability, there is insufficient evidence to conclude that any of the factors have a statistically significant impact on Emiratis’ satisfaction levels with EAPs in the UAE service sector. The findings and recommendations highlight the importance of enhancing certain aspects to improve employee satisfaction with EAPs. This study provides valuable insights for policymakers and organizations aiming to optimize their EAP offerings and improve employee well-being in the UAE’s service sector.