Factors that Impact the Implementation of Service Excellence at the United Arabs - Research Proposal Example

RESEARCH PROPOSAL SUMMARY ON Factors that Impact the Implementation of Service Excellence At the United Arabs Emirates Federal Government Background of the Study Background of the study succinctly provides relevant and detailed information for the study. For the reader to understand the course of the study, background information provides foundation based on general information and key issues on the ground that research will rely on as well as develop thesis statements from. To conceptualise this point, the section captures history of service excellence and steps that have carried towards achieving service excellence in various emirates within the kingdom. Also considered within the context of general information are the legal, policy and structural frameworks that have been layered within the Emirates to guide steps towards achieving service excellence. Consequently, general information on these issues are followed by specific areas or issues which highlights aspects such as strategies employed by certain institutions, ministries or Emirates so as to conform with tenets of service excellence within the institution, ministry or the kingdom at large. To accentuate on these specific issues, this background information introduces and explains models such as Nordic as postulated by Gronroos, SERVQUAL model, Multi-level model as argued by Dabholkar as well as Hierarchical model by Brady and Cronin. In order for the background information to adopt these models and fuse them within the framework of developments and strategies United Arabs Emirates (UAE) is grappling with to achieve service delivery, this section also looks at possible benefits of service excellence UAE has enjoyed as well as presenting theories and cases studies showing that ideal tactic of achieving the same remains uncertain. Background information also provides the reader with statistics on how much the government has achieved in terms of service excellence vis-à-vis other Arabian and developed countries. In summary, it is important to note that background information on the study also captured what the study would consider introductory statements. Literature Review Key objective of this section is to present readers with critically analysed academic materials ranging from published articles, journals, seminal papers, books and reviews from credible sources touching on service excellence or any other related topics within the framework of the study. To begin with, critical analyses of materials such as McAdam, Keogh, El Tigani and Gardiner (2013) as well as European Foundation for Quality Management (2013) as review paper have been considered as they succinctly provides information that help the study accentuate the working hypotheses. Consequently, Al-Khouri (2012) on the other hand has been adopted or reviewed to help study define terms as well as connect these operational term to the data analysis and methodology of the study. In relation, the study has considered other literatures such as Gouthier et al. (2012) so as to enable the research present statistics on the relationship between service excellence in different emirates, institutions and ministries within the Kingdom. This is directly related to one of the variables that the proposed research will work with. Based on its research questions, Abbas (2013) has also been adopted to show how empirical and theoretical models as used by this proposal challenges or supports the proposed specific focus. On the other hand, literature review has also captured the tenets of theoretical models concerning the relationships existing among the variables of interest that have been highlighted in the research introduction, methodology and data analysis sections. Specifically, studies such as Gouthier et al. (2012); Abbas (2013) have been instrumental as they comparatively discuss steps and strategies different ministries in UAE have taken to ensure that service deliveries conform to the international standards. Besides, these studies have also been reviewed as they provide needed descriptive information concerning the related problems and interventions needed by these ministries so that the standard of service deliveries can attained. In order to ensure that research consults academic materials that help in building the identified research questions as well as theoretical models, the following areas have also been covered. Theoretical Models: this section as postulated within research review has identified different theories such as New Public Management Theory that help the study understand that introducing private-sector methods and incentives structure within the country increases the efficiency and service deliveries. On a similar note the review has consulted widely on Theory of Acceptance and Use of Technology commonly referred to as UTAUT. This theory particularly helps in building the third research question where it is noted that indeed organization structure arises from well-defined structures that improve performance. In totality, readers through these theories are given guidelines assisting in explaining the core problems and linking mechanisms that further help in connecting the variables. Problems Area: within the review, the problems area details past research materials that are relating with the problem under investigation or the thesis statement. As a matter of fact, studies such as Ministry of Cabinet Affairs 2013 presents important substantive points that this research has reviewed and argued for and against since most of researches consulted involve variables that have been studied in separate substantive areas. Methodology: under aspects such as Dubai Service Excellence Scheme and e-Government literatures reviewed have been considered as they paly significant role in the identification of inherent problems not only with the ministries but also government institutions that have lagged behind in the adoption of service excellence. Additionally, methodological review connects to research design, methods of data collection and measurement as well as approaches used in previous investigations in the same area of study. Summary of the Research Questions In order to find solution to the thesis statement established, the study has considered three research questions that are fundamental in testing the feasibility of the hypothesis, data analysis and data collection. Looking at the first question for instance, (How does service excellence in the UAE context measure up to international standards?) it captures specific areas that brings the expectation of the reader concerning the research design and methodology. Additionally, through the second and third questions, research conceptualises dependent and independent variables. In so doing, the dependent variable becomes the main focus of this proposal. Showing the connectedness of these questions, the second and third questions focus on scope, scalability, size and sustainability of the study. Within the context of service excellence in Saudi Arabia, sustainability is the ability for long-term support of the research with regard to institutions, ministries and other sectors of economy within the Kingdom. Conversely, scope will be dealing with extent the service excellent will be affected by the introduction of policies such as e-Government within the Kingdom. Aims and Objectives The aims and objectives of the study as chosen will connect with the research reviewed to fulfil the identified outcome from the research. Furthermore, looking at statement such as “The factors that have led to the current state of service provision in the UAE” as one of the objective of the study it can be realized that there is expected outcome which critically articulates the expected products of the research. Research Design and Methods This section helps the reader understand how the research will be conducted. Elements included in this section are design, data collection and data analysis. For instance, it is through this section that the proposal will select group of individual (sample population) who will provide more information regarding the relevant materials collected. Intervention The research highlights respect for human dignity (study population and sample population) in this section. On the one hand, it has shown how the study considers the ethics on how to go about making claims of policy, statistical or practical significance. On the other hand, the second aspect of the intervention relates to relationship the research will have with the sample or the general population. Rationale and Importance of the study This section points at reasons for focussing on my stated objectives, aim and hypothesis. It is in this section that research justifies the reason for the chosen methods and the materials. It is also through this section that research highlights both the basic and the applied significance of the research to be conducted. Anticipated contribution to new knowledge and gaps identified from previous studies Based on its research methodology, the study enumerates objectives, aims and hypothesis of the research and the contribution it is anticipated to make to the existing knowledge. For example, based on the literatures that have been reviewed, it is realised that rate of internet usage is still low as most of people are delinked from it based on cultural beliefs that see internet as hub for gambling and cyber related crimes. This means that there is need to revisit some of the policies such as mGovernment and eGovernment as introduced in various emirates within the Kingdom. On a similar note, gaps identified have been done so based on literature materials reviewed. For instance, the study has already identified that the term service excellence is broad and understanding it needs finer details of the practices in different offices within Saudi Arabia. That is, studies such as Abbas (2013) have not broken down what sums up service excellence within the context of Saudi Arabia thus failing to explain strategies government has taken to promote service excellence. Read More