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Client-Quality Dimensions: Empirical Evidence from the Public Sector of the United Arab Emirates


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  • Ateeq A. Jakka
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    The study attempts to identify the most essential components, which contribute to the clients' satisfaction with the quality service of three federal institutions in the United Arab Emirates public sector. The study reveals that clean office, job knowledge, respect for client, and clarity of regulations were the most important dimensions determining the quality services in the surveyed institutions. Suggestions and recommendations are included in the study.

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    Bibliographic Info

    Article provided by Springer in its journal Public Organization Review.

    Volume (Year): 4 (2004)
    Issue (Month): 3 (09)
    Pages: 239-257

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    Handle: RePEc:kap:porgrv:v:4:y:2004:i:3:p:239-257

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    Cited by:
    1. M.Y. El-Bassiouni & M. Madi, T. Zoubeidi & M.Y. Hassan, 2012. "Developing customer satisfaction indices using SERVQUAL sampling surveys: A case study of Al-Ain municipality inspectors," Journal of Economic and Administrative Sciences, Emerald Group Publishing, vol. 28(2), pages 98-108, August.


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