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The Effect of E-Government and Total Quality Management in

Improving the Level of Service Quality
(A Field Study on Jordanian Public Institutions)
Prepared By
Dr." Mohammed Khair" Saleem Abu Zaid

Dr. Haitham Ali Hijazi

Abstract

The main purpose of this study was to examine the effect of integration
between implementing total quality management and e-government on quality service
in Jordan public sector. A self administered questionnaire was design and for the
purpose of this study, and distributed randomly to 70 middle and top managers
working at five institutions. A total of (56) responses for each level of managers were
used for data analysis, proper statistical methods were used to analyze the data.
These methods include descriptive statistics, simple, multiple, and sequential
regression.
The results of study reveal : the studied institutions adopt the concept of total
quality management in all its dimensions, and adopt some stages of e-government
mainly in presence and interaction. Also the results reveal that there is a positive
effect of adoption TQM and e-government on service quality , and implementing egovernment will enhanced adoption of TQM dimensions. Finally the result reveal the
effect of

integration between implementing total quality management and e-

government on quality service in Jordan public sector

Key words: e-government, Total Quality Management, Service Quality, egovernment in Jordan

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