OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT

  • Salem R. Al Meqbaali Faculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia
  • Rozilah Kasim Faculty of Technology Management and Business, Universiti Tun Hussein Onn Malaysia
Keywords: Service quality, Operational service quality, SERVQUAL, Government, United Arab Emirates (UAE)

Abstract

Government service providers now play a growing important role in the general economy of some countries. The purpose of this study is to determine the operational service quality in United Arab Emirates (UAE) government. Fundamentally, there is a need to identify the issues of impact of government operational service quality towards service quality in the UAE. The most popular model used among general instruments for evaluation of service quality is SERVQUAL, which is being the most effective and mostly used model in service quality evaluation. Service quality is a sort of dimensions that reflects several things, such as reliability, responsiveness, assurance, empathy, tangible etc. In order to understand the research phenomenon of the operational service quality in UAE government service, this research basically emphasizes on the precedent literatures. Since this is a conceptual paper, this study establishes the need the operational service quality in UAE government service by empirically and theoretically. In depth findings show that, effective measurement of service quality and excellence for various dimensions of Government service could be very useful in the segmentation of customers and the allocation of resources. Government sectors could focus on different customer needs and the service quality dimensions, which are crucial in achieving operational service quality.

Downloads

Download data is not yet available.
Published
21-03-2018
How to Cite
Al Meqbaali, S. R., & Kasim, R. (2018). OVERVIEW OF THE OPERATIONAL SERVICE QUALITY IN UAE GOVERNMENT. Journal of Techno-Social, 9(2). Retrieved from https://publisher.uthm.edu.my/ojs/index.php/JTS/article/view/2383
Section
Articles