Factors Influencing E-Service Quality in the Police of Dubai, United Arab Emirates
The Dubai police have adopted several technological measures in the past, including the Smart Government. Despite the effort, there is an existing gap between the expected outcomes of the technology adopted as the index of some major crimes does not reduce after the adoption. This suggests that it i...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2023
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| Online Access: | https://etd.uum.edu.my/10983/1/depositpermission-s902978.pdf https://etd.uum.edu.my/10983/2/s902978_01.pdf https://etd.uum.edu.my/10983/3/s902978_02.pdf https://etd.uum.edu.my/10983/ |
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| Summary: | The Dubai police have adopted several technological measures in the past, including the Smart Government. Despite the effort, there is an existing gap between the expected outcomes of the technology adopted as the index of some major crimes does not reduce after the adoption. This suggests that it is still unclear whether the adopted technology has achieved the intended goal. This creates a problem as to whether the qualitative characteristics of the adopted technology (Smart Government) have achieved the intended objective of e-service quality in the Dubai Police Department. This study, therefore, examined the effect of Smart Government qualitative characteristics on eservice quality with a moderating effect of Smart Government awareness in three major police departments of Dubai, UAE. Delone and Mclean’s IS success model, New Website Quality Assessment Model and the service quality model were used as the underpinning theories. In an attempt to achieve the objectives, the study used a quantitative survey research design using a questionnaire. The data were collected on 17,500 police officers in the Dubai police force, from which 374 responses were sampled using Krejcie and Morgan table. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) technique with the aid of SmartPLS 3.0. The results revealed five antecedents that explained 63.1% of the variance in the E-service quality. The result of the moderation effect also shows that awareness of Smart Government lacks a significant moderating effect in the case of both service quality and interface quality. However, the other three effects are moderated by awareness of Smart Government; information quality, system quality and emotional quality. The study has contributed to academic knowledge by examining new relationships of interface quality, emotional quality and awareness within the new context of the Smart Government. Hence, the findings could be useful to decisionmakers in the Dubai police force for better planning |
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