The Impact of Total Quality Management on E-Government Implementation in Jordanian Governmental Institutions

Ali Abdallah Alatoum,Sohail Mohammad Bani Mustafa

doi:10.5296/ijafr.v11i4.19370

Abstract

The primary goal of this research is to examine the impact of TQM and e-government on service quality within Jordanian public sector entities. To achieve the study's goal, a self-administered form was designed to elicit the opinions of seventy middle and senior managers from five government agencies.The study's significance stems from its arrangement to clarify the impact of Total Quality Management and data technology collaboration on public-sector reform programs. Specifically, to assess the impact of the integrated relationship between the use of e-government and TQM on the quality of service provided by Jordan's public sector.The study's findings revealed that the establishments studied used completely different dimensions of total quality management throughout the implementation of some stages of e-government. The findings also revealed a direct relationship between the development of Total Quality Management and e-government and service quality. Lastly, the study established the relationship and impact of the interaction between the application of TQM and e-government on public and service sector in Jordan.

Highlights

According to Campisi et al (2013) information and communication technology (ICT) has been identified as a critical factor in the economic development and growth of nations, in recent decades
The primary goal of this research is to examine the impact of TQM and e-government on service quality within Jordanian public sector entities
The findings revealed a direct relationship between the development of Total Quality Management and e-government and service quality

Summary

Introduction

According to Campisi et al (2013) information and communication technology (ICT) has been identified as a critical factor in the economic development and growth of nations, in recent decades. ICT is expected to change the way government agencies operate (Randma-liiv & Kickert, 2017). The rapid development of ICT has a variety of effects on general aggressiveness. A positive outcome of ICT application can be found in a variety of areas, including the financial sector, health organizations, education and science, and government organizations (Khalil, 2011). The outcomes of ICT leverage have corrected its current use in public and private sectors. ICT has a reputation for improving public-sector outcomes, providing better services, and improving interactions with stakeholders and beneficiaries (Gronlund & Horan, 2004)

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