Title: The implementation of e-government and the trust of citizens in public sector performance: the mediating role of service quality

Authors: Sahem Nawafleh

Addresses: Public Administration Department, Yarmouk University, 21163, Jordan

Abstract: ICT and e-government are known to have a number of different effects on the service quality provided across the public sector, as well as on the perspectives and attitudes of citizens, although the effects have remained under much discussion by political observers when considering that citizens' trust in the performance of the government has witnessed decline. This work analysed the perspectives of the service recipients within the public sector in Jordan. The work carried out an analysis centred on citizen trust towards public sector performance through the role of e-government adoption. An integrated model underwent development, emphasising the link recognised between the application of e-government and the effects of public sector on citizen trust, with public sector effects mediated through the quality of services provided. The study sample encompassed 622 service recipients, with structural equation modelling applying to determine the link through examining the respondent assessment chosen through a random technique. The research results show a clear link between e-government and citizen trust. The work considers the effects of the results and accordingly makes recommendations in regards possible practical uses.

Keywords: performance; public sector; service quality; SERVQUAL; citizen trust; Jordan; e-government program.

DOI: 10.1504/IJPSPM.2020.105086

International Journal of Public Sector Performance Management, 2020 Vol.6 No.1, pp.17 - 35

Received: 25 Jan 2018
Accepted: 24 Apr 2018
Published online: 13 Feb 2020 *

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