Adoption of the smart system & its impact on organizational performance in the United Arab Emirates

  • Sultan Alyammahi

Student thesis: Doctoral Thesis


The purpose of this research is to investigate the adoption of smart systems and their impact on the performance of organizations in the United Arab Emirates (UAE). Although many studies have been conducted on the adoption of technology in developed nations, only a few have focused on the Middle East (particularly the UAE) with reference to the adoption of smart systems. Therefore, this study will address: firstly, a significant gap in the literature by examining the effects of external, organizational and individual factors on smart systems adoption in the UAE and, secondly, the impact of smart system adoption on organizational performance in terms of efficiency and enhanced service quality.
This study aims to provide a deeper understanding of an integrated model for smart system adoption and to examine the impact of such systems on organizational performance in the UAE. The integrated model is developed based on the following theories: the theory of reasoned action (TRA) by Ajzen and Fishbein (1980); the technology acceptance model (TAM) by Davis (1989); the unified theory of acceptance and use of technology (UTAUT) by Venkatesh, Morris, Davis and Davis (2003); the theory of planned behavior (TPB) by Ajzen (1991); the diffusion of innovations (DOI) theory by Rogers (1995); the technology–organization–environment (TOE) framework by Tornatzky and Fleischer (1990); the social construction of technology (SCT) model by Pinch and Bijker (1987); and the information systems (IS) success model developed by DeLone and McLean (1992). The model constructed for this study includes several additions and modifications to models developed in previous studies.
Data for this study was collected from senior managers and general employees in the UAE Ministries of Foreign Affairs and International Cooperation, Economy and Health. The study evaluated the processes operating in the Federal Authority for Government Human Resources (FAHR) which allowed services to be provided through innovative technology platforms, particularly smart phones, and able to be used by federal government employees in their business operations. The structured survey questionnaire employed here involved samples drawn from a list of the ministry’s employees in its database. The questionnaire was distributed to all 2,200 ministerial staff, using the ministry’s email system, and was followed up with invitations to individuals to participate in the study. A total of 369 questionnaires were returned, of which 357 were usable, yielding a response rate of about 16% from this one ministry. The statistical techniques used to analyze the data included frequency distributions, factor analysis, validity and reliability analysis, correlation matrices and multiple regression analyses. Structural Equation Modeling was used for further analysis of the data.
The model developed from theories was tested using gathered survey data. The findings show that the model is supported and can serve to identify factors that would create a broader understanding of the adoption and usage of smart systems by employees in the UAE. In addition, these findings offer us empirical evidence, thereby providing one source of objective information in the Gulf countries. Findings indicate that the two dominant variables for smart system adoption are: firstly, attitudinal – in other words, appreciation of innovation and technology: and, secondly, innovativeness itself. Employees’ adoption of smart systems can be influenced by government support, perceived benefits, training and prior experience with similar technology. The results also indicate that adoption of smart systems significantly impact on organizations by cutting expenditure; increasing efficiency, loyalty, service quality and reputation; and developing better relationships with customers.
The theoretical model developed in this study (generalizing from smart phones) provides a strong basis for this comprehensive theoretical model improving our understanding of employees’ acceptance and usage of smart systems. Accordingly, the study contributes to theoretical knowledge and has practical implications for organizations, managers, administrators and employees concerned with the adoption of smart systems. In addition, the research will assist managers and organizations to develop policies for implementing smart systems in the UAE. Notably, no study to date has addressed these factors in the context of the UAE. Therefore, this research makes a significant contribution in terms of identifying key factors influencing the adoption of smart systems in the UAE, and possibly the Middle East more generally, and how smart systems can create economic and social benefits for the country’s government, public sector and private sector.
Date of Award2018
Original languageEnglish
SupervisorMajharul Talukder (Supervisor) & Chris Sadleir (Supervisor)

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