Date of Defense
23-4-2026 10:00 AM
Location
Room 1049, Crescent Building
Document Type
Dissertation Defense
Degree Name
Doctor of Business Administration (DBA)
College
College of Business and Economics
Department
Marketing and Entrepreneurship
First Advisor
Kathy Ning Shen
Keywords
Organizational Agility, Public Services, RTA, Smart Mobility Technology Adoption, Organization Performance, Job Satisfaction, Customer Satisfaction, Dubai
Abstract
Agile methods have become greatly popular because of their ability to help organizations, especially service-oriented ones, to react quickly to changing environmental conditions. This responsiveness enables the meeting of customer requirements and the improvement of customer satisfaction and makes Agility a determining factor in the modern-day high-intensity competitive business environment characterized by a dynamic and unpredictable environment. The application of the agile principles simultaneously enhances the capability of an organization to adapt quickly to the changes in the market, which includes the changes in the preferences of the consumers, the competition and technology changes. As a result, the agility framework enables the ongoing adaptation and swift responsiveness to external changes. In the light of the rapidly changing commercial and urban landscape of Dubai, agile methodologies identify the operational protocols of public service entities. This study therefore aims at investigating the determinants that support successful organizational agility and examine its impact on the organizational performance with a special focus on the Roads and Transport Authority (RTA) of Dubai. Specifically, the research methodological approach is labelled qualitative by collecting empirical data via semi-structured interviews with 24 RTA experts, leaders, and professionals across the organization. NVivo data analysis software was used to code the qualitative responses and to analyze the participant statements and thus ensuring systematic and rigorous data examination. The results show the RTA to be a public service provider, with a strong focus on customer-oriented activities. This organizational design offers higher agility so that the agency can make changes to its services in line with changing customer needs and enhance its performance by using innovative technologies. These results have several implications for managers and industry practitioners. Ultimately, the contributions of the research are substantial, in terms of enhancing academic discussions on organizational agility and as well as offering practical information on the impact of agile practices on the ability of an organization to meet the expectations of its customers and employees.
Organizational Agility and Performance: A Case Study on Road and Transport Authority - Dubai
Room 1049, Crescent Building
Agile methods have become greatly popular because of their ability to help organizations, especially service-oriented ones, to react quickly to changing environmental conditions. This responsiveness enables the meeting of customer requirements and the improvement of customer satisfaction and makes Agility a determining factor in the modern-day high-intensity competitive business environment characterized by a dynamic and unpredictable environment. The application of the agile principles simultaneously enhances the capability of an organization to adapt quickly to the changes in the market, which includes the changes in the preferences of the consumers, the competition and technology changes. As a result, the agility framework enables the ongoing adaptation and swift responsiveness to external changes. In the light of the rapidly changing commercial and urban landscape of Dubai, agile methodologies identify the operational protocols of public service entities. This study therefore aims at investigating the determinants that support successful organizational agility and examine its impact on the organizational performance with a special focus on the Roads and Transport Authority (RTA) of Dubai. Specifically, the research methodological approach is labelled qualitative by collecting empirical data via semi-structured interviews with 24 RTA experts, leaders, and professionals across the organization. NVivo data analysis software was used to code the qualitative responses and to analyze the participant statements and thus ensuring systematic and rigorous data examination. The results show the RTA to be a public service provider, with a strong focus on customer-oriented activities. This organizational design offers higher agility so that the agency can make changes to its services in line with changing customer needs and enhance its performance by using innovative technologies. These results have several implications for managers and industry practitioners. Ultimately, the contributions of the research are substantial, in terms of enhancing academic discussions on organizational agility and as well as offering practical information on the impact of agile practices on the ability of an organization to meet the expectations of its customers and employees.