The service quality and satisfaction of smart policing in the UAE

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 modeli...

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Autores principales:	Maryam Ekaabi, Khalizani Khalid, Ross Davidson
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	satisfaction police service quality smart policing uae Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/fac7548ce00b4ad0a2e1d19d65f5e3c2
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id	oai:doaj.org-article:fac7548ce00b4ad0a2e1d19d65f5e3c2
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spelling	oai:doaj.org-article:fac7548ce00b4ad0a2e1d19d65f5e3c22021-12-02T17:00:22ZThe service quality and satisfaction of smart policing in the UAE2331-197510.1080/23311975.2020.1751904https://doaj.org/article/fac7548ce00b4ad0a2e1d19d65f5e3c22020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1751904https://doaj.org/toc/2331-1975The 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.Maryam EkaabiKhalizani KhalidRoss DavidsonTaylor & Francis Grouparticlesatisfactionpolice service qualitysmart policinguaeBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	satisfaction police service quality smart policing uae Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	satisfaction police service quality smart policing uae Business HF5001-6182 Management. Industrial management HD28-70 Maryam Ekaabi Khalizani Khalid Ross Davidson The service quality and satisfaction of smart policing in the UAE
description	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.
format	article
author	Maryam Ekaabi Khalizani Khalid Ross Davidson
author_facet	Maryam Ekaabi Khalizani Khalid Ross Davidson
author_sort	Maryam Ekaabi
title	The service quality and satisfaction of smart policing in the UAE
title_short	The service quality and satisfaction of smart policing in the UAE
title_full	The service quality and satisfaction of smart policing in the UAE
title_fullStr	The service quality and satisfaction of smart policing in the UAE
title_full_unstemmed	The service quality and satisfaction of smart policing in the UAE
title_sort	service quality and satisfaction of smart policing in the uae
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/fac7548ce00b4ad0a2e1d19d65f5e3c2
work_keys_str_mv	AT maryamekaabi theservicequalityandsatisfactionofsmartpolicingintheuae AT khalizanikhalid theservicequalityandsatisfactionofsmartpolicingintheuae AT rossdavidson theservicequalityandsatisfactionofsmartpolicingintheuae AT maryamekaabi servicequalityandsatisfactionofsmartpolicingintheuae AT khalizanikhalid servicequalityandsatisfactionofsmartpolicingintheuae AT rossdavidson servicequalityandsatisfactionofsmartpolicingintheuae
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The service quality and satisfaction of smart policing in the UAE

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