THE INFLUENCE OF DIGITAL TECHNOLOGIES ON QUALITY SERVICE DELIVERY IN GHANA’S PUBLIC SECTOR: THE MEDIATING ROLE OF SERVICE EXPECTATION

Abstract

It has been crucial to solve the service delivery problem since civil society emerged. Although the challenges and barriers to quality service may vary, there is little empirical evidence on how digital technologies affect quality service in Ghana's public sector. Public quality service remains poor 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. By using SPSS (version 22) for the analysis, the study found that for almost all the public sector institutions chosen for this study, the level and state of adoption of digital technology was satisfactory. In addition, a positive correlation was found between digital technology adoption, service delivery and quality in public sector institutions in Ghana. Furthermore, a positive effect of service expectation on service delivery and quality in public sector institutions in Ghana was found.  Moreover, the mediating effects of service expectations were positive and significant on the relationship between digital technology adoption and service delivery and quality. 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, should be given top priority by the management.