The influence of digital technologies on quality service delivery in the public sector: the mediating role of service expectation

Abstract

Abstract It has been crucial to solve the service delivery problem since civil society emerged. Even though several barriers to top-quality public service exist, there is little research based on evidence about how digital technologies help address these barriers in Ghana’s public sector. Public service quality remains a problem for people in Ghana who use government ministries, departments, and agencies on a daily basis. As a result, the study assessed the impact of digital technologies on service delivery and quality in Ghana’s public sector. The study used a causal research design with a quantitative approach. The study sample size was 384 respondents who mostly patronized the public institutions considered for the study. SPSS (version 26) was used to analyze all the data with descriptive statistics, correlation analysis, regression analysis and ANOVA to investigate the relationships among measured variables. A mediation analysis, was conducted to assess whether service expectation mediates the relationship between digital technology adoption and service delivery and quality. Findings revealed a significant positive relationship between digital technology adoption and service quality and delivery ( β = 0.315, p < 0.001). Service expectation also had a moderate significant positive influence on service quality and delivery ( β = 0.508, p < 0.001), and significantly mediated the relationship between technology adoption and service quality (indirect effect: β = 0.237, p < 0.001). These findings underscore the importance of service expectation as a key mechanism through which digital technology improves public service outcomes. Customers who patronize most public sector institutions should be provided with sustainable, high-quality digital experiences through the maintenance of digital infrastructure, including dependable Internet connectivity and accessible digital platforms, and should be given top priority by the management.