Title: Testing SERVQUAL in a smart service environment: evidence from oil and gas sector of the UAE

Authors: Syed Aziz Anwar; Fahad Al Saadi

Addresses: Research and Doctoral Studies, Hamdan Bin Mohammed Smart University, Dubai Academic City, P.O. Box 74100, Dubai, UAE ' Institutional Resources and Services Division, Hamdan Bin Mohammed Smart University Dubai Academic City, P.O. Box 74100, Dubai, UAE

Abstract: The importance of service quality in the oil and gas sector of the UAE has grown as a result of the government policy to promote smart services in all sectors of the economy. As a result of this policy unveiled recently with great passion and emphasis, customers have come to demand smart service quality. This paper makes an attempt to test the oft-quoted SERVQUAL in the context of the emerging smart service environment in the oil and gas sector of the UAE. By linking SERVQUAL and smart service quality streams of literature, this study extends our understanding of how firms respond to government policy on smart services to enhance their legitimacy in the national environment. It is our hope, this paper would lead to SERVQUAL extension to encompass a wide array of dimensions of smart service quality.

Keywords: SERVQUAL; smart service environment; oil and gas sector of the UAE; retail sector.

DOI: 10.1504/JGBA.2017.10005515

Journal for Global Business Advancement, 2017 Vol.10 No.3, pp.244 - 260

Received: 14 Mar 2017
Accepted: 13 Apr 2017

Published online: 08 Jun 2017 *

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