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.

A Framework for Public eServices Transparency

“…Bertot et al, 2016aBertot et al, , 2016b Transaction transparency "Transaction transparency may include cost effectiveness, communication for a cancelled or incomplete transaction and providing receipt or acknowledgement immediate to a transaction" (Bhattacharya et al, 2012) [Service] Transparency "Ability of the PA to make citizens aware of the delivery process in terms of activities and people in charge of its execution and governance." (Cognini et al, 2014) [e-service delivery] Transparency "Ability of the administration to make citizens aware of the delivery process" (Corradini et al, 2009) Process tracing and activityaware transparency "Ability of the administration to make citizens aware of the delivery process and its execution state" (Corradini et al, 2010) Service-delivery transparency "Degree of transparency concerning the performance of governments with regard to the delivery of services to the public and businesses" (Cucciniello et al, 2015) [Service] Transparency "Truly open access to the availability of information to the public and clarity about the information" (Ekaabi et al, 2020) [Process] Transparency "… make processes transparent through open up previous internal and closed processes" (Göbel & Cronholm, 2016) Transparency of the service delivery process ToS (Transparency of Service)…”

“…Personal data handling: How and which data is collected, for what purpose, how is it stored and processed (Agozie & Kaya, 2021;Janic et al, 2013;Karwatzki et al, 2017;Murmann & Karegar, 2021) Personal data access: How and what personal data is accessed, shared, or disclosed by whom and to whom (including public officials, other agencies and third parties) (Agozie & Kaya, 2021;Janic et al, 2013;Lips et al, 2010;Sari et al, 2019;Stančić et al, 2017) Process progress: Tracking, status monitoring and progress of service requests (applications) (Bayona & Morales, 2017;J. Bertot et al, 2010;Ekaabi et al, 2020;European Commission, 2020;Foley & Alfonso, 2009;Gouscos et al, 2007;Karna & Gupta, 2012;Khan et al, 2020;Y. Li & Shang, 2020;Lips, 2010Lips, , 2012Lips et al, 2010;Ntaliani et al, 2010;Ramessur, 2009;Sabucedo et al, 2009;Safiullin et al, 2020;Stančić et al, 2017;Venkatesh et al, 2016;Voss, 2000;Weerakkody et al, 2019) (Cognini et al, 2014;Tan et al, 2013) Service completion: Notification for service completion (successful, unsuccessful, cancelled, incomplete) (Bhattacharya et al, 2012;European Commission, 2020) Activities: Which activities, tasks and administrative procedures are part of the service (already carried on and that need to be completed) (Cognini et al, 2014;Corradini et al, 2009Corradini et al, , 2010…”

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.…”