Abstract
The purpose of the study is to explore citizens’ perception on the quality of service of the newly transformed e-policing system in Abu Dhabi. The Abu Dhabi policing system has undergone a major change by utilizing information and communication technology in all aspects of service operations. The changes require an evaluation from the citizens as an assessment of the success. Hence, it is timely to assess the citizens’ perceptions on the policing system’s integrity, transparency, responsivity, interactivity and serviceability and to compare for gender differences in the perception. The study participants were citizens of Abu Dhabi. The sample was selected based on the convenience sampling technique. The data was collected from 260 respondents via an online survey. The results of the descriptive analysis show an acceptable level of e-service quality perception on integrity, transparency, responsivity, interactivity and serviceability. In addition, the results also indicate there is no significant difference in the perception of Abu Dhabi policing e-service between male and female respondents. At present, studies on Abu Dhabi policing are rather limited. Therefore, the findings demonstrate how smart policing could drive a greater acceptance of the e-service quality especially for the United Arab Emirates (UAE). In addition, the high perception of the policing integrity, transparency, responsivity, interactivity and serviceability will provide greater opportunities for future research to embark on how society-authority could work together for sustainable peace and harmony.
Highlights
The findings demonstrate how smart policing could drive a greater acceptance of the e-service quality especially for the United Arab Emirates (UAE)
In considering the potentials of Information and Communication Technologies (ICTs) that are utilized to promote and seek public safety and social harmony, governments in many countries have embarked on e-government initiatives
The Abu Dhabi Police (ADP) is one of the police regimes that has been very aggressive in improving public safety through the newly reformed e-policing services
Summary
In considering the potentials of Information and Communication Technologies (ICTs) that are utilized to promote and seek public safety and social harmony, governments in many countries have embarked on e-government initiatives. A different fulfillment happens according to gender when people have a good experience or achieve a goal, which leads to pleasure and positive responses This affirms the social cognitive theory of Bussey and Bandura (1999), emphasizing that "gender difference is a basic phenomenon that impacts nearly every element of people's everyday lives." this research aims to analyze the difference in the perception of e-service quality on smart policing according to gender in the relative social environment. This is to understand better the formation mechanism of gender differences and its influence on the satisfaction level of Abu Dhabi citizens regarding smart policing
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