The effect of smart policing service quality on trust, attitudes and satisfaction in the UAE

Abstract

This study aims to identify the dimensions of smart policing service quality and to model the concomitant impact on trust, attitudes, and satisfaction, within the UAE. Although smart policing service quality is transforming public-police service relationships, there is growing concern about the perceived service quality of police services with regards to smart technology and its overall effects . The use of smart policing prompts a higher level of residents’ awareness of their rights and duties as citizens. With smart policing services, the user is less likely to experience instances of police-resident tension. The successful implementation of smart policing services promotes sustainability and the utilisation of mutually beneficial relationships with any organization, individual and group with influence over the received services. FThis study evaluates a multi-dimensional hierarchical scale of smart policing service quality by framing its relationship in terms of trust, attitudes, and satisfaction. To validate the model, qualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on an integrative psychometric scale. For the purposes of data collection users of smart policing services were randomly selected through the United Arab Emirates (UAE) research centre. Covariance-based structural equation modelling (SEM) was employed to verify the reliability and validity of the v construct and its corresponding nomological networks on public reception . The findings show that smart policing service quality is a second-order construct model with five primary dimensions, proving the five hypotheses as examined in this study. Further, the study confirms the impact of smart policing service quality on trust and attitudes and as a significant mediator in customer satisfaction. Theoretically, the study extends service quality research by modelling the concept as a hierarchical model and framing its impact within the context of smart policing in the UAE. Managerial implications of introducing a multi-dimensional hierarchical smart policing service include providing conceptual clarity and practical solutions to the service quality. This study also contributes to addressing the needs of an integrated quality assessment approach to empower safety and security domains in the smart government environment for smart policing service quality in the UAE..