Impact of Infrastructure Service Quality on Residents’ Satisfaction in the United Arab Emirates (UAE), the Case of Ajman Emirate ()
ABSTRACT
This paper discusses the results of a field survey conducted by Ajman
Statistics and Competitiveness Center, to assess the level of Ajman residents’
satisfaction on the availed infrastructure. A sample of 1032 households, was
randomly selected from a total of 95,531 Households, residing in the emirate of
Ajman and has prior experience in utilizing the availed infrastructure. Data were analyzed using the Statistical Package for the Social Sciences (SPSS) version 22 and AMOS version 22. Structural Equation Modeling (SEM) analysis showed an acceptable model
fit used to measure residents’ satisfaction. Findings showed that
accessibility, safety, and empathy dimensions correlated positively with
residents’ satisfaction, while reliability and responsiveness dimensions didn’t
suggest direct relationship with residents’ satisfaction. Generally, 90% of
Ajman residents were satisfied with infrastructure. Safety dimension had the
highest proportion of satisfaction among residents, about 93%, while the
accessibility dimension had the lowest satisfaction with only 88%. The findings
of this study are expected to support the concerned decision-makers in
improving infrastructure within the emirate of Ajman.
Share and Cite:
Hubaishi, H. and Ali, A. (2021) Impact of Infrastructure Service Quality on Residents’ Satisfaction in the United Arab Emirates (UAE), the Case of Ajman Emirate.
Open Journal of Business and Management,
9, 2879-2893. doi:
10.4236/ojbm.2021.96161.