The paper "Factors Affecting Implementation of Service Excellence at the UAE Federal Government " is a great example of a management capstone project. The main objective of this review is to focus on SERVQUAL and Dubai models in relation to understanding the concept of service excellence in the case of the United Arab Emirates. The review is organized in parts. The first part of the review focuses on the definition of the key terms with reference to the two service quality models. Other sections of the review include an illustration of each model, stages of success, the essence of failure, implementation of the failure, and difficulties in the integration of the service quality models. Managers and leaders in the public and private sectors continue to experience substantive pressure to illustrate that their services are customer-focused thus the need for continuous improvement in the performance in relation to delivery.
Since there are constraints in relation to the management and provision of services to the public, it is essential for the relevant government organizations to achieve customer satisfaction in an effective manner (Abili et al, 2013; Al-Maktoum, 2013; Abu-El Samen et al, 2013 & Badri et al, 2005).
The essence of customer satisfaction is essential in the identification of the gaps in relation to service quality. The information is vital in the identification of the diverse cost-effective approaches and mechanisms in closing the services quality gaps as well as prioritization of the gaps to focus on. The approach is also critical to maximize the available opportunities for effective and efficient exploitation of scarce resources. The aim of this research review is to examine the concepts of two critical models: Servqual and Dubai Models in relation to the measurement of services quality with an intention of improving the delivery of services to the individuals in diverse sectors and locations (Bayraktaroglu & Atrek, 2010; Blythe, 2007; Brady & Cronin, 2001).
In order to achieve this aim, the literature review will focus on the previous research elements in relation to the stages of development, effective definition and originalities of the theories, applications, stages of success, and stages of failure as well as comparison between the two models with an objective of determining the most effective approach. Definition & Originality of the Theories There are diverse models in modern society vital in the examination of the excellence or quality of services by the public and private sectors in diverse locations across the globe (Badri et al, 2005).
The aim of this research is to examine the factors with substantive impacts on the implementation of service excellence with reference to the UAE Federal Government (Curry & Sinclair, 2002).
List of References
"Dubai World's Istithmar: The new kid on the block", 2007, Euromoney, , pp. 1.
"Middle East: Dubai - The Rise And Rise Of The New Gulf - Dubai's Healthy Economy Embodies A Radically DifferentFinancial Model That Europe And The US Might Do Well To Learn From. Even Its Lucrative Oil Interests Are Being LeftBehind", 2008, The Banker, .
"OPINION: Dubai moves to establish insolvency legislation model", 2010, The Lawyer, , pp. 6-n/a.
Abbas, R 2013, ‘The genesis of citizen-centric government in the GCC: when citizens are customers,’ customer Service.ae, viewed 3 Dec 2013, http://www.customerservice.ae/the-genesis-of-citizen-centric-government-in-the-gcc-when-citizens-are-customers.
Abili, K., Fatemeh, N.T. & Afarinandehbin, M. 2012, "Measuring university service quality by means of SERVQUAL method", Asian Journal on Quality, vol. 13, no. 3, pp. 204-211.
Abu-El Samen, A.,A., Akroush, M.N. & Abu-Lail, B. 2013, "Mobile SERVQUAL", The International Journal of Quality & Reliability Management, vol. 30, no. 4, pp. 403-425.
Al Maktoum, M R 2013, Flashes of thought, Motivate Publishing, Dubai.
Al Mourad, B. & Kamoun, F. 2012, "Accessibility Evaluation of Dubai e-Government Websites: Findings and Implications", Journal of e-Government Studies and Best Practices, vol. 2012, pp. 1-15.
Al-Khouri, A 2012, ‘e-Government strategies the case of the United Arab Emirates (UAE),’ European Journal of ePractice, no. 17, pp.126-150.
Badri, M.A., Abdulla, M. & Al-Madani, A. 2005, "Information technology centre service quality: Assessment and application of SERVQUAL", The International Journal of Quality & Reliability Management, vol. 22, no. 8, pp. 819-848.
Baki, B., Cigdem, S.B., AR, I.M. & Cilingir, Z. 2009, "An application of integrating SERVQUAL and Kano's model into QFD for logistics services", Asia Pacific Journal of Marketing and Logistics, vol. 21, no. 1, pp. 106-126.
Bayraktaroglu, G. & Atrek, B. 2010, "Testing the Superiority and Dimensionality of SERVQUAL vs. SERVPERF in Higher Education", The Quality Management Journal, vol. 17, no. 1, pp. 47-59. http://law-journals-books.vlex.com/vid/superiority-dimensionality-servqual-servperf-227393603
Blythe, S.E. 2007, "The Dubai Electronic Transactions Statute: A Prototype for E-Commerce Law in the United Arab Emirates and the G. C. C. Countries", Journal of Economic and Administrative Sciences, vol. 23, no. 1, pp. 1-23.
Brady, M & Cronin, J 2001, ‘Some new thoughts on conceptualizing perceived service quality: a hierarchical approach,’ Journal of Marketing, vol. 65, no.3, pp. 34-49.
Bryman, A & Bell, E 2007, Business research methods, 2nd edition, Oxford University Press, New York.
Chung-Herrara, B G 2005, ‘customers’ psychological needs in different service industries,’ Journal of Services Marketing, vol. 21, no. 4, pp. 263-269.
Curristine, T., Lonti, Z & Jourmard, I 2007, ‘Improving public sector efficiency: challenges and opportunities,’ OECD Journal on Budgeting, vol. 7, no.1, pp. 1-42.
Curry, A. & Sinclair, E. 2002, "Assessing the quality of physiotherapy services using Servqual", International journal of health care quality assurance, vol. 15, no. 4, pp. 197.
Dabholhar, P., Thorpe, D & Rentz, J 1996, ‘A measure of service quality for retail stores: scale development and validation,’ Journal of the Academy of Marketing Science, vol. 24, pp. 3-16.
Dale, B G 1996, ‘Benchmarking on total quality management adoption: a positioning model,’ Benchmarking for Quality Management & Technology, vol. 3, no.1, pp. 28-37.
Davidson, C. 2008, "Dubai: The Security Dimensions Of the Region's Premier Free Port", Middle East Policy, vol. 15, no. 2, pp. 143-160.
Dubai Customs Consultative Council holds first business meeting for 2010, London.
Dubai e-Government gears up to showcase its array of electronic services at Cairo ICT 2008 2008, , London.
Dubai eGovernment joined by 28 government and semi-government entities for interactive GITEX 2009 showcase 2009, , London.
Dubai e-Government to host 28 government entities under its umbrella for GITEX 2009 2009, , London.
Dubai model 'catalyst for growth in poorer countries' 2010, , Manama.
Dubai School of Government Signs MoU with King Abdullah II Center for Excellence 2009, , London.
Emmerson, A. 2013, "Onshore push and local arbitrator base will seal Dubai's place as arbitration hub", Legal Week, vol. 15, no. 2, pp. 11.
Enayati, T., Modanloo, Y., Behnamfar, R. & Rezaei, A. 2013, "Measuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model", Iranian Journal of Management Studies, vol. 6, no. 1, pp. 101-118A.
European Foundation of Quality Management (EFQM) 2013, ‘Fundamental concepts’, viewed 2 December 2013, < http://www.efqm.org/efqm-model/fundamental-concepts>
Fisher, A. 2013, Bosnia asks Dubai Cares for long-term commitment, Washington.
Foropon, C., Seiple, R. & Kerbache, L. 2013, "Using Servqual to Examine Service Quality in the Classroom: Analyses of Undergraduate and Executive Education Operations Management Courses", International Journal of Business and Management, vol. 8, no. 20, pp. 105-116.
Gannage, G. J. (2009). Assessing SERVQUAL and the automotive service quality model: A comparative study. (Order No. 3353662, Northcentral University). ProQuest Dissertations and Theses, , 173
Ghasemi, M., Kazemi, A. & Esfahani, A.N. 2012, "Investigating and evaluation of service quality gaps by revised Servqual model (Case study: The M.A students of Azad university of Najaf abad)", Interdisciplinary Journal of Contemporary Research In Business, vol. 3, no. 9, pp. 1397-1408.
Gorla, N. 2011, "An Assessment of Information Systems Service Quality Using SERVQUAL+", Database for Advances in Information Systems, vol. 42, no. 3, pp. 46-70.
Gouthier, M, Giese, A & Bartl, C 2012, ‘Service excellence models: a critical discussion and comparison,’ Managing Service Quality, vol. 22, no. 5, pp. 447-464.
Gronroos, C 1982, ‘Strategic management and marketing in the service sector,’ Swedish School of Economics and Business Administration.
Gronroos, C 1984, ‘A service quality model and its marketing implications,’ European Journal of Marketing, vol. 18, no. 4, pp. 36-44.
Guest, P. 2008, Trading & technology: Energy trading - Dubai's grand plans for energy trading, The Financial Times Limited, London.
Gulf News 2013, ‘Sheikh Mohammad Bin Rashid launches ‘Customers Service Charter’ for UAE federal government,’ AL Nasir Publishing LLC, viewed 12 December 2013, http://gulfnews.com/news/gulf/uae/government/shaikh-mohammad-bin-rashid-launches-customers-service-charter-for-uae-federal-government-1.812360
Hirmukhe, J 2012, ‘Measuring internal customers’ perceptions on service quality using SERVQUAL in administrative services,’ International Journal of Scientific and Research Publications, vol. 2, no. 3, pp. 1-6.
Jain, S. K & Gupta, G 2004, ‘Measuring service quality: SERVQUAL vs. SERVPERF scales,’ Vikalpa Journal, vol. 29, no.2, pp. 25-37.
Jiang, J.J., Klein, G. & Crampton, S.M. 2000, "A note on SERVQUAL reliability and validity in information system service quality measurement", Decision Sciences, vol. 31, no. 3, pp. 725-744.
Jiang, J.J., Klein, G., Parolia, N. & Li, Y. 2012, "An Analysis of Three SERVQUAL Variations in Measuring Information System Service Quality", Electronic Journal of Information Systems Evaluation, vol. 15, no. 2, pp. 149-162.
Johnston, R 2007, ‘insights into service excellence’, In Gouthier, M, Coenen, C, Schulze, H & Wegmann, C (Eds), Service excellence als Impulsgeber, Gabler Verlag, Wiesbaden, pp. 17-35.
Kristensen, K. & Eskildsen, J. 2012, "The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment", The Quality Management Journal, vol. 19, no. 2, pp. 47-61.
Kumar, R. & Singh, M. 2010, "Using SERVQUAL Model for Comparative Service Quality Analysis of the Indian Non-life Insurance Sector", Paradigm, vol. 14, no. 2, pp. G,G1-G19.
Lam, S.S.K. & Woo, K.S. 1997, "Measuring service quality: A test-retest reliability investigation of SERVQUAL", Market Research Society. Journal of the Market Research Society, vol. 39, no. 2, pp. 381-396.
Lasierra, J 2007, ‘Labor relations in Spanish public administration in a context of change: The role of context regulation’, International Journal of Public Sector Management, vol. 20, no.1, pp. 63-74.
Le Blanc, J 2012, ‘The five dimensions of service excellence,’ HR Info, Fall, viewed 4 December 2013,
Limoges Chamber to study Dubai's model of development - Chamber officials in town to finalise arrangements for the visit of high-profile French busin 2008, , London.
Long, R, White, C, Friedman, W & Brazeal, D 2000, ‘The qualitative versus quantitative research debate: a question of metaphorical assumptions,’ International Journal of Value-Based Management, vol. 13, pp. 189-197.
Major honours for Dubai e-Government at SOA Vision Awards 2006 2006, , London.
Marie, A., Al-Nasser, A. & Ibrahim, M. 2013, "Operational-Profitability-Quality Performance of Dubai's Banks: Parallel Data Envelopment Analysis", Journal of Management Research, vol. 13, no. 1, pp. 25-34.
McAdam, R, Keogh, W, Tigani, AA & Gardiner, P 2013, ‘An exploratory study of business excellence implementation in the United Arab Emirates (UAE) public sector: management and employee perceptions,’ International Journal of Quality & Reliability Management, vol. 30, no. 4, pp. 426-445.
McLeod-Roberts, L. 2010, "MIDDLE EAST: Dubai or not Dubai?", The Lawyer, , pp. 23-n/a.
Melodena, S.B. 2008, "Dubai - a star in the east", Journal of Place Management and Development, vol. 1, no. 1, pp. 62-91.
Mensah, O., James, Damoah, O., Emmanuel, & Aidoo, R. (2012). Assessing farmers' satisfaction of agronomic services received in ghana using the SERVQUAL model- a case study of kumasi metropolis. International Journal of Business and Social Science, 3(19)
Ministry of Cabinet Affairs 2013, ‘Excellence awards,’ United Arabs Emirates, viewed 2 December 2013, http://www.moca.gov.ae/?page_id=1415&lang=en
Mohsin, M.B. & de Run, E.C. 2010, "Private healthcare quality: applying a SERVQUAL model", International journal of health care quality assurance, vol. 23, no. 7, pp. 658-73.
Moss, H. K 2007, ‘Improving service quality with the theory of constraints,’ Journal of Academy of Business and Economics, pp. 1-15.
Naceur Jabnoun, Azaddin Khalifa, 2005 "A customized measure of service quality in the UAE", Managing Service Quality, Vol. 15 Iss: 4, pp.374 - 388
Miguel-Dávila, J.A., Cabeza-García, L., Valdunciel, L. & Flórez, M. 2010. ‘Operations in banking: Service quality and the effects on satisfaction and loyalty’, Services Industries Journal, 30(13): 2163–2182.
Yu, C 2008, ‘Assessing and differentiating the quality of internet-based services: a case of online banking in Taiwan’, The Service Industries Journal, Vol.28, No.5, pp.581–602.
Chien-Ta Bruce Ho, Wen-Chuan Lin, (2010) "Measuring the service quality of internet banking: scale development and validation", European Business Review, Vol. 22 Iss: 1, pp.5 - 24
G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman, (2002) "Determinants of customer-perceived service quality: a confirmatory factor analysis approach", Journal of Services Marketing, Vol. 16 Iss: 1, pp.9 - 34
Nair, R., Ranjith, P.V., Bose, S. & Shri, C. 2010, "A Study of Service Quality on Banks with Servqual Model", SIES Journal of Management, vol. 7, no. 1, pp. 35-45.
Panel reviews Dubai Model for Government Services Delivery 2011, , Washington.
Parasuraman, A, Zeithaml, V A &Berry, L L 1988, ‘A multiple-Item scale for measuring consumer perceptions of service quality,’ Journal of Retailing, vol. 64, no.1, pp. 12-40.
Phellas, C N., Bloch, A & Seale, C 2011, ‘Structured methods: interviews, questionnaires and observation’, In Seale, C (Ed), Researching society and culture, 3rd edition, Sage, London, pp. 195-205.
PR Newswire 2011, ‘Creating a customer-centric community in the UAE’, viewed 6 December 2013,
Qureshi, T.M., Shaukat, M.Z. & Hijazi, S.T. 2010, "Service Quality SERVQUAL model in Higher Educational Institutions, What factors are to be considered?", Interdisciplinary Journal of Contemporary Research In Business, vol. 2, no. 5, pp. 281-290.
Rao, A. 2006, "Multi-attribute analysis of confidence, convenience and price functions of customers of financial services firms: A GLS systems model", Journal of Financial Services Marketing, vol. 10, no. 3, pp. 198-217.
Ravichandran, K., Prabhakaran, S. & Kumar, S.A. 2010, "Application of Servqual Model on Measuring Service Quality: A Bayesian Approach", Enterprise Risk Management, vol. 2, no. 1, pp. 145-169.
Rezazadeh, M.V., Yaghoubi, N., PhD. & Nikoofar, M. 2011, "Review of Sport Service Quality by SERVQUAL Model (A Case Study)", Interdisciplinary Journal of Contemporary Research In Business, vol. 2, no. 12, pp. 173-181.
Rodney McAdam, William Keogh, Adil Ahmed El Tigani, Paul Gardiner, (2013) "An exploratory study of business excellence implementation in the United Arab Emirates (UAE) public sector: Management and employee perceptions", International Journal of Quality & Reliability Management, Vol. 30 Iss: 4, pp.426 – 445
Roy, Sancharan,B.E., M.B.A. 2012, "Assessing Banking Industry Quality Using The Servqual Model", International Journal of Marketing and Technology, vol. 2, no. 10, pp. 78-89.
Ruiz-Carrillo, J & Fernandez-Ortiz, R 2005, ‘Theoretical foundation of the EFQM model: the resource-based view,’ Total Quality Management & Business Excellence, vol. 16, no.1, pp. 31-55.
Sarabdeen, J. & Rodrigues, G. 2010, "Gender Differences in E-Government Adoption in Dubai", The Business Review, Cambridge, vol. 16, no. 2, pp. 120-126.
Shaaban, A. 2012, Dubai govt to boost public services, Washington.
Shahin, A 2004, ‘SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services,’ pp. 1-10, viewed 4 December 2013,
Sobie, B. 2008, "Dubai opts to take low-cost plunge", Airline Business, vol. 24, no. 5, pp. 24.
Souca, M.L. 2011, "SERVQUAL - Thirty years of research on service quality with implications for customer satisfaction", Babes Bolyai University, Cluj-Napoca, pp. 420.
Swartz, S. 2007, Iraq City Is Hot Spot for Housing; Influx of Foreign Money, Security Transform Erbil; Kurds Take Dubai as Model, Eastern edition edn, New York, N.Y.
Tan, K.C. & Pawitra, T.A. 2001, "Integrating SERVQUAL and Kano's model into QFD for service excellence development", Managing Service Quality, vol. 11, no. 6, pp. 418.
Tate, M. & Evermann, J. 2010, "The End of ServQual in Online Services Research: Where to from here?", E - Service Journal, vol. 7, no. 1, pp. 60-87.
Thomas, S 2012, ‘culture through a customer service excellence lens,’ The New Researcher, vol. 5, pp. 12-16.
TIMEWELL, S. 2007, "Middle East & Africa: Birth Of A UAE Champion - Stephen Timewell In Dubai Reports On The Mould-breaking Merger Plans Of The UAE's First And Fourth Largest Banks", The Banker, , pp. 1.
Tipler, K 2009, ‘The importance of customer service excellence,’ The New Researcher, vol. 1, pp. 1-7.
UAE Government Strategy 2010, ‘Highlights of the UAE government strategy 2011-2013,’ United Arabs Emirates, pp. 1-29, viewed 6 December 2013, < http://www.economy.ae/English/Magazine/UAE%20Economy%204-E_L.pdf>.
UNITED ARAB EMIRATES: Dubai model shows vulnerability2008, , Oxford Analytica Ltd, Oxford.
Van Pham, K. 2012, "Gender Gap and Gap 5: A Servqual Empirical Study of Trans-Atlantic Airlines Passengers", The Business Review, Cambridge, vol. 20, no. 1, pp. 265-271.
Voon, B H 2011, ‘Measuring culture of service excellence: the development-validation journey,’ The 2nd International Research Symposium in Service Management, Indonesia, 26-30 July, pp. 86-93.
Wolde-Rufael, G. 2001, Measuring service quality of the Better Business Bureau using the SERVQUAL model, Texas Tech University.
Worku, G.B. 2013, "Demand for Improved Public Transport Services in the UAE: A Contingent Valuation Study in Dubai", International Journal of Business and Management, vol. 8, no. 10, pp. 108-125.
Yoon, S. & Suh, H. 2004, "Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool", Information Systems Frontiers, vol. 6, no. 4, pp. 341-351.
Yu, L., Hong, Q., Gu, S. & Wang, Y. 2008, "An epistemological critique of gap theory based library assessment: the case of SERVQUAL", Journal of Documentation, vol. 64, no. 4, pp. 511-551.
Zairi, M 2000, ‘Managing customer satisfaction: a best practice perspective’, The TQM Magazine, vol. 12, no. 6, pp. 389-394.