The service quality and satisfaction of smart policing in the UAE

Abstract

The purpose of this paper is to investigate the multidimensional constructs of smart policing service quality, and the impact of these dimension on the satisfaction levels of UAE residents. An online survey was conducted using a sample of 230 respondents and analyzed using structural equation modeling. The findings of this study confirm that integrity and serviceability have a significant and positive impact on satisfaction. When hedonic dimensions are controlled, it was found that integrity, transparency, responsivity, interactivity, and serviceability are significant predictors of satisfaction. When utilitarian dimensions are controlled, only integrity, transparency, interactivity and serviceability are significant related to satisfaction. This study contributes to the policing and service quality research because limited studies demonstrate how smart policing service quality dimensions drive satisfaction. This research extends beyond current e-service quality models by addressing the importance of utilitarian dimension in police services quality. Such factors and their strategic relation to satisfaction are often overlooked in the public sector for the sake of maintaining long term relationships with residents; a sector in which users are believed to be mostly driven by hedonic motives.

Dimensions and outcomes of electronic service quality in the GCC countries

“…The outcomes of E-SQ research demonstrate the impact of dimensions on satisfaction, trust and loyalty to e-services provided by governmental agencies (Ekaabi et al , 2020; Elnaffar, 2017; Alkraiji and Ameen, 2022). Trust in government has a particularly strong direct effect on citizen loyalty.…”

“…Additionally, website efficiency and support systems play significant roles in the adoption of e-government services (Alshehri et al, 2012). The outcomes of E-SQ research demonstrate the impact of dimensions on satisfaction, trust and loyalty to e-services provided by governmental agencies (Ekaabi et al, 2020;Elnaffar, 2017;Alkraiji and Ameen, 2022). Trust in government has a particularly strong direct effect on citizen loyalty.…”

Smart policing service quality: conceptualisation, development and validation

“…Police service quality has enabled the police and public to access, use and feed information through meaningful interaction, offering more personal experiences (Sarrico et al , 2013). However, the robustness of smart government affects police service quality because it offers a holistic capacity that benefits the public now and in the future (Ekaabi et al , 2020). The growth of police service quality is considered inevitable, as an effect of new public management movements and consequent public sector reforms that directly affect quality as perceived by users (Ahmad and Khalid, 2017).…”

“…The growth of police service quality is considered inevitable, as an effect of new public management movements and consequent public sector reforms that directly affect quality as perceived by users (Ahmad and Khalid, 2017). To satisfy smart society, effective strategies are needed to highlight and promote the benefits and perceived values of police service quality (Ekaabi et al , 2020; Sarrico et al , 2013). While earlier studies on police service quality have focussed primarily on police service quality and user satisfaction (Bouranta et al , 2015; Chen et al , 2014; Sarrico et al , 2013), it is important to examine police service quality from the smart government perspective, an approach rarely observed in the policing literature.…”

Analysis of the Influence of Service Quality on Customer Satisfaction

“…Further studies tendencies have been finished by Ekaabi et al (2020), this paper is to research the multidimensional con-structs of clever policing carrier high-satisfactory, and the effect of those size at the pride tiers of UAE residents. An on-line survey turned into performed the use of a pattern of 230 respondents and analyzed the use of structural equation modeling.…”