The Impact of Digital Transformation on Enhancing Administrative Governance Efficiency through the Moderating Role of Service Quality in Public Institutions

Abstract

           This study aimed to assess the impact of digital transformation on enhancing the efficiency of administrative governance in Iraqi public institutions, with a focus on the moderating role of service quality. The study was conducted on a population consisting of employees and managers from three public institutions in Baghdad: the Ministry of Health, the Directorate of Passports and Nationality, and the Municipality of Baghdad. Data were collected from a stratified random sample of 207 individuals. The research employed a Mixed Methods approach, whereby quantitative data were gathered through an electronic questionnaire and analyzed using the Statistical Package for the Social Sciences (SPSS). Analytical techniques included linear regression, hierarchical regression to test the moderating effect, as well as Analysis of Variance (ANOVA). The results revealed a statistically significant positive effect of digital transformation on governance efficiency. Additionally, the study found that service quality plays a strong moderating role. Based on these findings, the study recommends that public institutions adopt a comprehensive digital transformation model that balances technical, organizational, and cultural dimensions and links its projects to performance indicators focused on service quality. Furthermore, policymakers are urged to review and update legislative frameworks to support digital integration and strengthen the infrastructure to enhance the quality of services provided to citizens.