Digital Governance as an Approach to Enhancing the Quality of Government E-Services: A Case Study of the Palestinian Government Sector

Abstract

Purpose: This study explores the role of digital governance (DG) in enhancing the quality of e-government services (eGS) in the Gaza Strip.
Study design/methodology/approach: A descriptive-analytical approach was employed, and data were collected through a structured questionnaire.
Sample and data: The study targeted 174 employees working in IT departments of government institutions, of whom 154 valid responses were returned 88%.
Results: Results revealed a strong and significant direct relationship between DG dimensions and the quality of eGS. Effective DG practices were found to enhance the efficiency, accessibility, and reliability of e-services, underscoring their importance in meeting citizens’ needs.
Originality/value: Empirical studies linking DG and eGS remain rare, particularly in Gaza. By addressing this gap, the study provides a model applicable to societies with unique characteristics. Its results extend beyond employees to citizens at large, marking a milestone in the practical application of DG for improved service delivery.
Research limitations/implications: The study focused on the direct relationship between DG and eGS in leading government institutions. Future research should examine mediating or moderating variables and expand the scope to civil and private sectors.