Exploring the role of a government authority in managing transformation in service re-engineering – Experiences from Dubai police

The service quality and satisfaction of smart policing in the UAE

“…The study findings also support, to a large extent, the contention of earlier studies (e.g., Elnaghi et al, 2018;Karjaluoto et al, 2018;Loiacono et al, 2002;Menezes et al, 2016;Parasuraman et al, 2005) which found that predominant dissatisfier factors were responsiveness, functionality, and availability (in this study responsivity, interactivity, and serviceability were the corresponding terms used). Even though integrity and reliability (transparency in this study) were found to be the predominant dissatisfiers in recent studies (Badran, 2019;Joseph et al, 2019;Sun et al, 2019), interestingly it was evidenced in this study that integrity and transparency were the predominantly satisfying factors in smart policing service quality dimensions.…”

“…Face validity was used to collect input from experts which enabled questionnaire refinement. Even though the constructs employed in this study are well-validated by previous research (e.g., (Elnaghi et al, 2018;Jansen & Ølnes, 2016;Karjaluoto et al, 2018;Menezes et al, 2016;Van Ryzin, 2011), a draft of the questionnaire was reviewed by experts to ensure the readability of the questionnaire from a user perspective. The pilot test was then conducted with ten smart policing users, five senior police officers, and three university professors, all of whom were experts in information technology and service management areas.…”

“…Recent research points to the public-police capability of acting or influencing each other as an important factor of service quality; as interactivity enhances satisfaction with the use of smart technology (Ahmad & Khalid, 2017;Alsaadi et al, 2018). Other studies indicate also confirm that interactivity clarifies satisfaction towards police forces in a service quality context (Elnaghi et al, 2018). Overall, then, interactivity reflects positively on smart policing service quality and satisfaction relationships (Jiménez-Barreto & Campo-Martínez, 2018).…”

“…Interactivity is defined as the key feature of any police-public reciprocal activities through smart technology-enabled platforms (Elnaghi et al, 2018). In this study, interactivity refers to the ability of a provider to respond to user demands and consequently offer the typical social benefits derived from interacting with others via any smart technology or device.…”

“…Integrity was assessed using five items adapted from Kaptein and Avelino (2005), Kaptein and Reenen (2001), and Van Ryzin (2011). Interactivity was assessed using six items adapted from Elnaghi et al (2018), Loiacono et al (2002), and Srinivasan et al (2002). Responsivity was assessed using six items adapted from Candiello et al (2012), Giovannini et al (2015), Menezes et al (2016), andParasuraman et al (2005).…”