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


  • Ateeq A. Jakka


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.

Suggested Citation

  • Ateeq A. Jakka, 2004. "Client-Quality Dimensions: Empirical Evidence from the Public Sector of the United Arab Emirates," Public Organization Review, Springer, vol. 4(3), pages 239-257, September.
  • Handle: RePEc:kap:porgrv:v:4:y:2004:i:3:p:239-257

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    References listed on IDEAS

    1. Stephen Knack, 2001. "Aid Dependence and the Quality of Governance: Cross-Country Empirical Tests," Southern Economic Journal, Southern Economic Association, vol. 68(2), pages 310-329, October.
    2. Schick, Allen, 1998. "Why Most Developing Countries Should Not Try New Zealand's Reforms," World Bank Research Observer, World Bank Group, vol. 13(1), pages 123-131, February.
    3. Padron, Mario, 1987. "Non-governmental development organizations: From development aid to development cooperation," World Development, Elsevier, vol. 15(1, Supple), pages 69-77.
    4. Wallis, Joe & Dollery, Brian, 2001. "Government Failure, Social Capital and the Appropriateness of the New Zealand Model for Public Sector Reform in Developing Countries," World Development, Elsevier, vol. 29(2), pages 245-263, February.
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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, February.

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