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
Abstract :
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.
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.
