Date of Award


Document Type


Degree Name

Doctor of Business Administration (DBA)


Business Administration

First Advisor

Ananth Chiravuri

Second Advisor

Kursad Asdemir

Third Advisor

Yacine Atif


Globally, government entities are facilitating ever more over-the-internet transactional services. In the Middle Eastern context, the United Arab Emirates (UAE) is at the forefront. Although the Telecommunications Regulatory Authority of the UAE has adopted appropriate e-service quality (ESQ) assessment tools in-house, these tools are designed only for back-end developers, not for gauging end-user satisfaction levels. In light of this, we developed a conceptual framework for the holistic measuring of such citizen opinions. The study incorporated a survey instrument on a sample population (n = 2,197) for investigating the ESQ of the UAE Ministry of Interior transactional e-services. Key findings indicate that most ESQ content factors (excepting reliability) and all ESQ delivery factors, along with Trust in government positively impacted the ESQ user perceptions measured in terms of reuse intentions and overall satisfaction levels. However, familiarity with information and communication technology (ICT familiarity) was found to be insignificant. Responsiveness has the largest impact on ESQ perceptions. Interestingly, no differences between the genders were observed, but age, education and nationality all led to statistically significant differences. This research study adds an in-depth case to the relevant literature on public sector e-service provision in the Middle East and also to the one that considers ESQ assessment. The dissertation furnishes some suggestions about the wider and more systematic deployment of the analytical framework in future studies.


This study is very applied and addresses a practical issue relating to ESQ in UAE. One of the many contributions of this study is to develop a scale (using TRA guidelines) to measure ESQ from the consumer’s perspective for the first time in the context of UAE and subsequently test it using a real world sample.

Findings from this study will impact end user ESQ testing at TRA and could lead to a uniform scale that could be used across all government entities in UAE.

It will also help better understand and address issues related to the low adoption and usage of transaction e-services within MOI in UAE which are currently below the targeted estimate.In addition, results of this study (including the conceptual framework) can help inform current strategies and action plans, as well as help formulate new guidelines, strategies, and objectives for the development of the UAE’s e-government infrastructure and become more user-centric.

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Business Commons