Evaluating a relationship of factors affecting users’ satisfaction with mobile government services of Abu Dhabi Police
One of the objectives of the Abu Dhabi Police is to improve citizen satisfaction with its services through ICT. The Abu Dhabi Police launched M-government mobile app called “Abu Dhabi Police”. However, despites the issues and concerns about similar M-government services in UAE, there is lack of stud...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2022
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| Online Access: | http://eprints.uthm.edu.my/8482/1/24p%20SALEM%20RASHED%20SAIF%20MURSHED%20ALMEQBAALI.pdf http://eprints.uthm.edu.my/8482/2/SALEM%20RASHED%20SAIF%20MURSHED%20ALMEQBAALI%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/8482/3/SALEM%20RASHED%20SAIF%20MURSHED%20ALMEQBAALI%20WATERMARK.pdf |
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| Summary: | One of the objectives of the Abu Dhabi Police is to improve citizen satisfaction with its services through ICT. The Abu Dhabi Police launched M-government mobile app called “Abu Dhabi Police”. However, despites the issues and concerns about similar M-government services in UAE, there is lack of studies that evaluate the service quality of the M-government police services and how it influence users’ satisfaction. Accordingly, this research evaluated the relationship between service quality, technology and behavioural (personal) profile on users’ satisfaction with M-government police service in Abu Dhabi, UAE. Data were collected from the users of the M-government services of Abu Dhabi Police which are approximately over 950,000 users. However, only 400 questionnaires were distributed and 250 responses were usable for the statistical analysis. Partial Least Squares – Structural Equation Modelling (PLS-SEM) was used to analyse the data. Overall, the research found that about 68 percent (R2 = 0.682) of the variation users’ satisfaction with M-government police services is explained by service quality, technology quality and behavioural (personal) profile. Specifically, the research found that service quality (β = .433, t statistics = 6.477, p < .0001) and technology quality (β = .460, t statistics = 7.248, p < .0001) have significant positive effect with M-government police services. However, the research did not find significant relationship between behavioural (personal) profile and satisfaction with M-government police services (β = .041, t statistics = 0.651, p > .05). The research has contributed to the existing body of knowledge and the practice of providing M-government services to the citizens for their overall satisfaction. The research recommend replicating the study on other M-government services and domains. Further studies should also extend the constructs used in this research and propose a framework for effective M-government service delivery. |
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