Impact of Service Quality and Service Performance on Customer Satisfaction towards Abu Dhabi Police Department: Moderating Role of Government Performance

Abstract

The police department in any country is necessary to improve the crime control system. The satisfaction of the public with government sector performance and improvement is necessary. This research aimed to check the relationship between service quality and performance and customer satisfaction. The research also investigates the moderating role of government performance in the relationship between service quality and service performance and customer satisfaction. The sample size for this research is 384, and data is collected from the general public with a random sampling technique. The findings displayed that the moderating role of government performance between service performance, service quality, and customer satisfaction is significant. This study has a unique model that is developed to contribute to the body of knowledge and literature. Moreover, this research has remarkable practical and theoretical implications for enhancing the body of knowledge and practice.