Does the “Equipment Maintenance Department” at Dubai Ports World Meet the Employees’ ExpEctations?

This paper explores improving the quality of the Equipment Maintenance Department (EMD) at Dubai Ports World (DPW) in the United Arab Emirates (UAE). In this research paper, we will investigate whether the Equipment Maintenance Department at Dubai Ports World is meeting the employees’ expectations in providing quality services in the equipment maintenance. A questionnaire was specifically developed for this study and data was collected from 77 employees form different departments of Dubai Ports World. These departments include: container terminal, general cargo and CFS. Indeed, results showed that the Dubai Ports World employees were satisfied with the maintenance requests. On the other hand, they were neither satisfied nor dissatisfied with attending the maintenance request by the technical department crew.