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Development programs and achieving service efficiency in public sector institutions in Jordan: E‐government as a moderator

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  • Sahem Nawafleh

Abstract

The current study is guided by two questions: First, do development programs positively promote service efficiency? and second, does the catalyst of electronic government (e‐government) positively impact development programs for the promotion of service efficiency provided by public institutions in Jordan? Descriptive, causal, quantitative, and cross‐sectional approaches were used, and data were collected from self‐administered questionnaires targeting service recipients in Jordan. Using nonprobability purposive sampling, 4,492 citizens were included in the sample group. Structural equation modeling was used, and the reported development programs explained 52% of the variance in service efficiency; e‐government directly accounted for only 1% of the variance. The interaction effect confirmed that e‐government was seen to strengthen the positive effect of the development programs on service efficiency. The results and their implications are presented, along with recommendations for future research. 本研究围绕两个问题展开:第一，发展计划是否会积极促进服务效率？第二，电子政务（e‐government）的推进变化作用是否对约旦公共机构用于促进服务效率的发展计划产生积极影响？使用描述性、因果性、定量和横断面方法，并从约旦服务对象的自填问卷中收集数据。使用非概率目的抽样法，样本组包括4,492名公民。使用结构方程建模，报告的发展计划解释了服务效率中的方差（R2=52%）；电子政务直接解释了仅1%的方差。交互效应证实，电子政务被认为加强了发展计划对服务效率的积极影响。本研究将展示结果及其影响，以及对未来研究的建议。 El estudio actual se guía por dos preguntas: primero, ¿los programas de desarrollo promueven positivamente la eficiencia del servicio? y segundo, ¿el catalizador del gobierno electrónico (e‐gobierno) tiene un impacto positivo en los programas de desarrollo para la promoción de la eficiencia del servicio proporcionado por las instituciones públicas en Jordania? Se utilizaron enfoques descriptivos, causales, cuantitativos y transversales, y los datos se recopilaron a partir de cuestionarios autoadministrados destinados a los destinatarios de los servicios en Jordania. Utilizando un muestreo intencional no probabilístico, 4.492 ciudadanos fueron incluidos en el grupo de muestra. Se utilizó SEM y los programas de desarrollo informados explicaron R2=52% de la varianza en la eficiencia del servicio; El gobierno electrónico representó directamente solo el 1% de la variación. El efecto de interacción confirmó que se consideraba que el gobierno electrónico fortalecía el efecto positivo de los programas de desarrollo sobre la eficiencia del servicio. Se presentarán los resultados y sus implicaciones, junto con recomendaciones para futuras investigaciones.

Suggested Citation

  • Sahem Nawafleh, 2022. "Development programs and achieving service efficiency in public sector institutions in Jordan: E‐government as a moderator," Poverty & Public Policy, John Wiley & Sons, vol. 14(3), pages 268-286, September.
    • Handle: RePEc:wly:povpop:v:14:y:2022:i:3:p:268-286
    DOI: 10.1002/pop4.348
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