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

Masud Ibrahim (), Coffie Emmanuel (), Dora Yeboah () and Aaron Kumah ()
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Masud Ibrahim: Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development
Coffie Emmanuel: Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development
Dora Yeboah: Ghana Institute of Management and Public Administration
Aaron Kumah: Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development

Future Business Journal, 2025, vol. 11, issue 1, 1-14

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

Keywords: Digital technologies; Service quality; Public sector; Service expectation; Ghana (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1186/s43093-025-00579-7

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