Title: E-governance and AI impact on the improvement of e-government services: transformative leadership as a mediator

Authors: Sahem Nawafleh; Ibrahim Rawabdeh; Ghazi Abu Qaoud; Wa'ed Alshoubaki

Addresses: Public Administration Department, Yarmouk University, 21163, Jordan ' Industrial Engineering Department, University of Jordan, 11942, Jordan ' Public Administration Department, Mutah University, 61710, Jordan ' Public Administration Department, University of Jordan, 11942, Jordan

Abstract: The study examines the role of AI tools and e-governance in enhancing public sector services in Jordan, emphasising transformational leadership in integrating these technologies. A quantitative descriptive exploratory approach was used, as AI application in Jordan's public sector remains underexplored. This approach facilitated comprehensive data collection through surveys and interviews. Data analysis employed structural equation modelling (SEM) via smart partial least squares V4.1 and SPSS V26. Findings indicate that transformational leadership is a key driver of improved e-government services, with leaders who inspire change being essential for successful implementation. Transparency and accountability also enhance service effectiveness. However, AI technologies like neural networks and genetic algorithms had limited impact. The study recommends further exploration of advanced AI techniques to improve government services and suggests investigating the evolution of transformational leadership over time to better understand its mediating role in service delivery.

Keywords: e-governance; AI; E-government services transformative leadership; SEM; structural equation modelling; PLS; partial least squares.

DOI: 10.1504/IJEG.2025.145743

International Journal of Electronic Governance, 2025 Vol.17 No.1, pp.25 - 50

Received: 06 Nov 2024
Accepted: 03 Mar 2025
Published online: 18 Apr 2025 *

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