Impact of Digital Transformation on Government Services Implementation (Dissertation Sample)

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Acknowledgment
The acknowledgment for the thesis is the section where you thank all people, institutions, and companies that helped you complete the project successfully. It is similar to a dedication, except that it is formal.
Table of Contents u

Declaration Certificate  II

Acknowledgment  IV

List of Tables  IX

List of Figures  X

Abstract  XII

NTRODUCTION  1

1.1 General Introduction  1

1.3 Research Questions  6

1.4 Objectives of Study  7

1.4.1 Specific Objectives  7

1.5 Significance of Study  7

1.5.1 Managerial Relevance  7

1.5.2 Academic Relevance  8

1.5.3 Policy Relevance  8

REVIEW OF LITERATURE 10

2.1 Introduction 10

2.3 Impacts of Digital Transformation  13

2.3.1 Efficiency  13

2.3.3 Quality of Services  15

2.4 Conceptual Framework  19

2.5 Hypotheses  21

METHODOLOGY  23

3.1 Introduction  23

3.2 Research Approach  23

3.3 Research Design  24

3.3.1 Targeted Population  24

3.3.2 Sample Size and Sampling Technique  25

3.3.3 Instrument Development  26

3.3.4 The Study’s Variables  28

3.3.5 Data Collection  31

3.3.6 Measures and Scales  32

3.3.7 Data Analysis  32

3.3.8 Ethical Consideration  33

FINDINGS AND DISCUSSION  35

4.1 Introduction  35

4.2 Demographic Aspects Descriptive Analysis  36

4.2.1 Age  36

4.2.2 Gender  37

4.2.4 Level of Education  38

4.2.4 Occupation  39

4.2.5 Level of Familiarization with Digital Technologies  40

4.2.6 Level of Satisfaction with Government Services  42

4.2.7 Behavioral  44

4.3 Reliability and Validity  47

4.3.1 Cronbach's alpha  47

4.3.2 Test of Normality  48

4.4 Correlation Test  50

4.5 Variables and Hypothesis Testing  51

4.5.1 Efficiency  51

4.5.2. Cost-effectiveness  54

4.5.3 Accessibility  56

4.5.5 Transparency  60

4.5.5 Digital Transformation  62

4.6 Hypothesis Summary  64

CONCLUSION AND RECOMMENDATIONS  67

5.1 Introduction  67

5.2 Discussion and Recommendations  67

5.2.1 Efficiency  68

5.2.2 Cost -effectiveness  69

5.2.3 Accessibility  69

5.2.4 Quality of Services  71

5.2.5 Transparency  72

5.3 Conclusion  72

5.4 Study Relevance  73

5.5 Limitations and Scope for Future Work  74

References  75

List of Tables c
Table 3.1 Demographic Questions 28
Table 3.2: Survey Questions  31
Table 4.1: Occupation  40
Table 4.2: Familiarity Level  41
Table 4.3: Level of Satisfaction with Government Services  43
Table 4.4: Comfortability in Using Digital Tools  45
Table 4.5: Frequency on Usage of Digital Tools  47
Table 4.6: Cronbach’s Alpha  48
Table 4.7: Tests of Normality  49
Table 4.8: Correlation Test 51
Table 4.9: Efficiency  52
Table 4.10: Cost-effectiveness  54
Table 4.11: Accessibility  56
Table 4.12: Quality of Services 58
Table 4.13: Transparency  61
Table 4.14: Likert Scale Responses of Digital Transformation Questions  62
Table 4.15: Hypotheses Summary  65
List of Figures c

Table of Contents  V
Figure 2.1: Conceptual Framework Model  21
Figure 4.1: Age P 37
Figure 4.2: Gender  38
Figure 4.3: Level of Education  39
Figure 4.4: Occupation  40
Figure 4.5: Familiarity with Digital Technologies  42
Figure 4.6: Level of Satisfaction with Government Services 44
Figure 4.7: Comfortability Level in Using Digital Tools  46
Figure 4.8: Likert Responses to the Efficiency Questions  53
Figure 4.9: Likert Scale Responses of the Cost-effectiveness questions  55
Figure 4.10: Likert Responses of Accessibility Questions  57
Figure 4.11: Likert Scale Responses of Quality of Services Questions  59
Figure 4.12: Likert Scale Responses of Transparency Questions  61
Figure 4.13: Likert Scale Responses of Digital Transformation Questions  63
Abstract
In the Kingdom of Saudi Arabia (KSA), the government has been actively investing in digital initiatives to enhance service delivery and improve citizen satisfaction. The purpose of this study is to explore the impact of Digital Transformation on influencing the efficiency, accessibility, transparency, and quality of government services in the context of digital transformation. A mixed-methods research design was employed, combining qualitative interviews and quantitative surveys. Data was collected through structured questionnaires, and statistical methods, including correlation analysis, were used to analyze the data. The responses of a sample of 54 government workers were collected and analyzed.
The findings indicate a positive correlation between digital transformation and efficiency, accessibility, transparency, and quality of government services. These findings have practical implications for government officials and policymakers, providing insights to improve managerial practices and make informed decisions regarding resource allocation and technological investments. The research contributes new knowledge to the scholarly and practitioner world by examining the specific context of KSA and shedding light on the impact of digital transformation in government services. Limitations of this study include the sample size and the reliance on self-reported data, which may limit generalizability. Future research can focus on comparative analysis across countries, longitudinal studies, and exploring user experiences and citizen-centric perspectives.
9334502946400CHAPTER 1Introduction020000CHAPTER 1Introduction
INTRODUCTION
1.1 General Introduction
The digital revolution in the 20th and 21st centuries has changed the world’s culture in all aspects of operations. New technology innovations have replaced traditional operating methods in service provision of different sectors such as business, healthcare, and government services. Different regions worldwide have adopted digital technologies in service provision for effectiveness and to reach the growing demand for services (Lindgren et al., 2019). Barbero et al. (2019) argue that 70% of transactions worldwide occur through digital space. Service provision by the government sectors in many countries has allocated significant resources to cope with the digitalization culture (Mergel et al., 2019). The United States was the first to implement the e-Government Act in 2002. The US established different electronic government offices through the act to improve citizen participation and service delivery. Since 2002, different nations have adopted the e-Government service provision for its advantages.
Delivering government services has recently shifted from ‘bricks and mortar’ offices to a digital platform worldwide. Due to the growth of demand for government services and products, comprehensive human is needed to satisfy the market (Barbero et al., 2019). To reduce the complexity of service delivery in government departments, comprehensive digitization of the government is required, not only in digital offices. According to Brdesee (2021), governments worldwide have put more effort into digitalizing government departments through e-Government Acts. Research and analysis of existing e-governments projects have impacted the decisions of many nations to adopt e-Government agendas for their effectiveness and efficiency.
In the Kingdom of Saudi Arabia (KSA), digital transformation was listed as a key aspect in implementing Vision 2030 in 2016. After the Vision 2030 agenda was published, plans were set to transform the government service vision into digital space and social and economic activities. With the aim of improving public encounters with the government through availing easy access to government services and products, KSA, through the Vision 2030 Council of Economic and Social Development, prepared a plan of investing resources to meet this objective. The Vision 2030 agenda is to transform government services and provide essential products to all citizens in KSA and beyond.
Like other nations, KSA is investing massively in e-government agenda to better the way of operation and improve public services and product provision (Santa et al., 2019). E-government comprises Information System management which avails all government activities. According to Brdesee (2021), the implementation of this information system. Despite the advantages of e-government implementations, it is taking a low pace among nations. KSA is among the Middle East and North African nations that have invested highly in the e-government agenda. According to the new Boston Consulting Group, the country has been ranked 7th in the digitalization of public service. The study further indicates that 75% of the level of satisfaction is achieved by citizens on public service delivery.
With many K...