Structural Equation Modeling (SEM-AMOS) Analysis on Abu Dhabi M-Government Service Quality and Customer Satisfaction

Abstract

The population of UAE is 9,540,000 and only 11.48% are the locals while the rest are the international expatriates. This affects the language, background and culture of the UAE people. This diversified background has led to the mismatch between customer expectation and M-government services providers. Others are due to the resistance to change as some customers prefer a traditional way of delivering services. Therefore, this study intending to determine the factors of service quality impacts on Abu Dhabi m-government service through customer satisfaction using structural equation modeling (SEM-AMOS) analysis. Quantitative survey approach was adopted. A total of 250 questionnaire sets were administered to selected respondents in the Abu Dhabi police sector. The findings has identified a substantial positive relationship between M-government service on customer satisfaction in AD. The results achieved the requirements of significant including factor loading, squared multiple correlation, fitness indices, correlation coefficient, standardized beta, Average Variance Extracted (AVE), Composite Reliability (CR), modification index, direction of relationship, and significance level.