Impact of E-government Adoption on Quality Service Delivery: Mediating Role of Staff Satisfaction and Moderating Effect of IT Infrastructure
Abstract
This study examines the impact of e-government adoption on quality service delivery, with a focus on the mediating role of staff satisfaction and the moderating role of IT infrastructure. The Technology, Organization, Environment (TOE) Framework and the Delone and McLean Information Systems Success Model were used as the basis for developing and validating the research model. Quantitative research design and purposive sampling technique were employed to collect data through structured questionnaires from 250 public sector employees. Structural Equation Modeling (SEM) was used to analyze relationships among the variables and test the mediation and moderating effects. Data analysis was conducted using AMOS – SPSS and SPSS to assess relationships and test hypotheses. The findings reveal that e-government adoption significantly improves staff satisfaction and quality service delivery. Staff satisfaction partially mediates the relationship between e-government adoption and quality service delivery, highlighting the importance of employee well-being. Additionally, top management support emerged as a critical factor for successful e-government implementation and enhanced service quality. Perceived IT infrastructure significantly moderates the relationship between e-government adoption and service quality but does not moderate the relationship between top management support and quality service delivery. This study offers valuable insights for policymakers and researchers, particularly in developing countries, by emphasizing the critical roles of staff satisfaction, top management support, and IT infrastructure in optimizing e-government adoption and enhancing service delivery. The research provides actionable implications for improving digital governance and achieving service efficiency in public sector organizations.