The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations

• Published in: The International journal of quality & reliability management 2023-10, Vol.40 (9), p.2166-2183
• Main Authors: Al-Dhaafri, Hassan Saleh, Alosani, Mohammed Saleh
• Format: Article
• Language: English
• Subjects: Business competition; Competition; Competitive advantage; Design analysis; Empirical analysis; Financial analysis; Innovations; Marketing; Multivariate statistical analysis; Organizations; Police; Public sector; Questionnaires; Service design; Structural models; Total quality
• ISSN: 0265-671X; 1758-6682
• DOI: 10.1108/IJQRM-02-2021-0035

PurposeThe 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/approachTo 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.FindingsThe 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/implicationsThroughout 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/valueThis 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.