The Impact of E-Service Quality on Institutional Excellence Within abu Dhabi Municipality in UAE

Abstract

Purpose: The study aims to empirically examine the influence of different organisational practices on institutional excellence in municipality of Abu Dhabi. E-service quality is examined as mediator and quality of polices is examined as a moderator. Theoretical Framework: Activity theory support the assumption that the excellence is a result of the integrated system that encompass the people through their activities and interaction. The proposed conceptual framework includes three dependent variables; employee motivation, internal knowledge sharing, and collaborative e-culture. The three variables hypothesised to influence E-service quality as a mediator and institutional excellence as the dependent variable. Besides, quality of polices is hypothesized to moderate the relationship between the mediator and the dependent variable. Design/Methodology/Approach: The quantitative research methodology was considered from the positivist philosophical perspective. With the help of the survey questionnaire, data was collected from 335 employees in Abu Dhabi municipality who represent the population of 2500. The data analysis used the PLS-SEM techniques by using the software package SmartPLS ver. 3.0, Findings: The results show that employee motivation, internal knowledge sharing, and collaborative culture are significant antecedents of e-service quality even though e-service quality fails to significantly predict institutional excellence. Also, company quality policy enforcement does not moderate the effect of e-service quality on excellence. Research Practical and Social Implications: The results are useful for the decision makers in Abu Dhabi municipal and other organisations in the UAE because it shows that the proposed practices have essential impact on the organisational excellence. Originality/Value: The study is the first study to be conducted in Abu Dhabi municipality. Besides, the examination of E-services quality as a mediator towards institutional excellence is unique add on to the academic knowledge.