Impact of Infrastructure Service Quality on Residents’ Satisfaction in the United Arab Emirates (UAE), the Case of Ajman Emirate

This paper discusses the results of a field survey conducted by Ajman Statistics and Competitiveness Center, to assess level Ajman residents’ satisfaction on availed infrastructure. A sample 1032 households, was randomly selected from total 95,531 Households, residing in emirate of Ajman has prior experience utilizing Data were analyzed using Statistical Package for Social Sciences (SPSS) version 22 AMOS 22. Structural Equation Modeling (SEM) analysis showed an acceptable model fit used measure residents’ satisfaction. Findings that accessibility, safety, empathy dimensions correlated positively with residents’ satisfaction, while reliability responsiveness didn’t suggest direct relationship with Generally, 90% residents satisfied Safety dimension had the highest proportion satisfaction among residents, about 93%, the accessibility lowest only 88%. The findings of this study are expected support concerned decision-makers in improving infrastructure within Ajman.