Managerial Practices, E-Service Quality, and Organizational Excellence – Empirical Study in Abu Dhabi Municipality


Authors : Sharif Omar Salem; Younis Abdalmalek Hammouda

Volume/Issue : Volume 8 - 2023, Issue 2 - February

Google Scholar : https://bit.ly/3IIfn9N

Scribd : https://bit.ly/3KdlnMa

DOI : https://doi.org/10.5281/zenodo.7646381

Purpose: The study aims to empirically examine the influence of different organizational practices on organizational 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, knowledge sharing, and collaborative culture. The three variables hypothesized to influence E-service quality as a mediator and organizational 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, knowledge sharing, and collaborative culture are significant antecedents of e-service quality even though e-service quality fails to significantly predict organizational excellence. Also, company quality assurance policy does not moderate the effect of eservice quality on excellence. Research Practical and Social Implications: The results are useful for the decision makers in Abu Dhabi municipal and other organizations in the UAE because it shows that the proposed practices have essential impact on the organizational excellence

Keywords : E-service quality, Organizational excellence, Abu Dhabi Municipality, Survey.

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