The effect of knowledge management on digital service performance through innovation in UAE judiciary system

Effective digital service delivery is central to operational performance and citizen satisfaction in the public sector. This study examines how Knowledge Management (KM) processes influence Digital Service Performance (DSP) in the UAE judicial context and whether Innovation capability mediates this...

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Bibliographic Details
Main Author: Salem Eidha Alkatheeri, Hamad Awadh
Format: Thesis
Language:English
English
Published: 2025
Subjects:
H Social Sciences
HD Industries. Land use. Labor
Online Access:http://eprints.utem.edu.my/id/eprint/29463/
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Summary:Effective digital service delivery is central to operational performance and citizen satisfaction in the public sector. This study examines how Knowledge Management (KM) processes influence Digital Service Performance (DSP) in the UAE judicial context and whether Innovation capability mediates this relationship. A cross-sectional survey of 332 employees from the Abu Dhabi Judicial Department (ADJD) was analysed using PLS-SEM (SmartPLS v3.2.8). The reflective measurement model met contemporary reliability and validity thresholds. Structural estimates show that KM processes have a positive direct effect on DSP (β = 0.234, t = 2.685, p = 0.007) and a strong positive effect on Innovation (β = 0.523, t = 7.377, p < .001). Innovation, in turn, positively affects DSP (β = 0.516, t = 6.121, p < .001). The indirect effect of KM on DSP via Innovation is positive and significant (β = 0.270, t = 4.454, p < .001), yielding a total effect of β = 0.504 (t = 7.076, p < .001) and VAF ≈ 54%, which indicates partial (complementary) mediation. These results advance a process-capability account of KM in public digital services: KM routines (acquisition, storage/retrieval, sharing/transfer, application) improve DSP directly and indirectly by building Innovation capability (quality and speed). Practically, the findings support a dual focus on professionalising KM routines and operating a disciplined, KPI-linked innovation pipeline to deliver measurable gains in judicial e-services.

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