The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 8 February 2023
Issue publication date: 24 October 2023
Abstract
Purpose
The study aims to examine the joint effect of service design (SD), information and analysis (IA) and organizational performance through the mechanism of organizational excellence.
Design/methodology/approach
To achieve the goal of this study through the hypothesized model, a survey questionnaire research design was employed. The data were collected from Dubai Police organization. Out of 550 questionnaires, 320 questionnaires were returned. The partial least square structural equation modeling (PLS-SEM) approach was used to analyze the data for measurement and structural models.
Findings
The statistical results confirmed the positive and significant effects of IA on organizational excellence and excellence on organizational performance. The mediation role of organizational excellence between IA and organizational performance was also confirmed.
Research limitations/implications
Throughout this study, further details and valuable implications have been discussed. Findings provide several practical implications. Findings also help practitioners and managers make proper decisions when implementing SD, IA and excellence practices in their organizations. With the joint effect of SD, IA and organizational excellence, organizations can achieve maximum strong performance and remain in a competitive market.
Originality/value
This study is a unique empirical research study that examines the joint effect of SD, IA and excellence on performance relationships within the public sector in general and police organization in particular, which is limited especially in research of Middle East countries.
Keywords
Citation
Al-Dhaafri, H.S. and Alosani, M.S. (2023), "The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations", International Journal of Quality & Reliability Management, Vol. 40 No. 9, pp. 2166-2183. https://doi.org/10.1108/IJQRM-02-2021-0035
Publisher
:Emerald Publishing Limited
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