Exploring Citizens’ Perception of Abu Dhabi Policing e-Service Quality

Abstract

The purpose of the study is to explore citizens' perception on the quality of service of the newly transformed e-policing system in Abu Dhabi. The Abu Dhabi policing system has undergone a major change by utilizing information and communication technology in all aspects of service operations. The changes require an evaluation from the citizens as an assessment of the success. Hence, it is timely to assess the citizens' perceptions on the policing system's integrity, transparency, responsivity, interactivity and serviceability and to compare for gender differences in the perception. The study participants were citizens of Abu Dhabi. The sample was selected based on the convenience sampling technique. The data was collected from 260 respondents via an online survey. The results of the descriptive analysis show an acceptable level of e-service quality perception on integrity, transparency, responsivity, interactivity and serviceability. In addition, the results also indicate there is no significant difference in the perception of Abu Dhabi policing e-service between male and female respondents. At present, studies on Abu Dhabi policing are rather limited. Therefore, the findings demonstrate how smart policing could drive a greater acceptance of the e-service quality especially for the United Arab Emirates (UAE). In addition, the high perception of the policing integrity, transparency, responsivity, interactivity and serviceability will provide greater opportunities for future research to embark on how society-authority could work together for sustainable peace and harmony.