The Relationship between Gem 2.0 and Customer Satisfaction

Abstract

Purpose: The UAE administration developed the GEM 2.0 model to enhance the well-being of the UAE citizens. In addition, it is essential to make governance future-oriented and future-ready. This model incorporates several beneficial principles for customer gratification and organizational and governance effectiveness. Methodology: This research paper focused on the way followed by the GEM 2.0 model to be restarted to customer gratification by discovering several factors contributing to customer gratification in literature as well as aligning with those factors to GEM 2.0. Findings: The paper found that customer satisfaction depends on service quality, service delivery systemization, reliability, and responsiveness. Service excellence is associated with future preparedness in addition to strategic competitiveness. It further incorporates service delivery systemization, responsiveness, and reliability related to organizing resources and assets and data and knowledge management. Unique Contribution to Theory, Practice and policy: The study highlights the importance of adopting customer-centric governance models, such as the GEM 2.0 model, to enhance citizen well-being and ensure future-oriented governance in the UAE. The study provides valuable insights into aligning governance practices with customer satisfaction by identifying critical factors such as service quality, reliability, responsiveness, and service delivery systemization.