A Model to Improve Service Quality through Integration of E-Government and Total Quality Management: A Field Study in the Jordanian Public Sector

Abstract

The main purpose of this study was to examine the effect of interaction between implementing total-quality management (TQM) and e-government on the quality of service in the Jordanian public sector. To achieve the objective of the study, a self-administered questionnaire was designed and distributed randomly to 70 middle and top managers working at five governmental institutions. The significance of the study stems from its attempt to clarify the importance of TQM and IT collaboration for administrative-reform programs the public sector. Specifically, the importance of this study lies in the attempt to identify the impact of the integrated relationship between the application of e-government and TQM on improving the quality of service provided by the public sector in Jordan. The results of the study revealed that the studied institutions adopted various dimensions of TQM while implementing some stages of e-government. Also the results revealed a positive correlation between adapting TQM and e?government on service quality. Finally the study uncovered the relationship and impact of the interaction between implementing TQM and e-government on quality service in the Jordanian public sector.

Keywords: e-government, total quality management, service quality, e-government in Jordan, TQM