This paper presents a conceptual model that links digital government service quality with organisational intelligence (OI) traits and occupational stress among the service providers in the public sector.
This is a conceptual paper that carries out a systematic review of the key literature from 1978 to 2021, concerning the evolution of models, scales and dimensions attributing to digital government service quality, OI traits and occupational stress. Following this, a new conceptual model is proposed to reflect the need of today's public service delivery from a broader perspective.
Based on the reviews of the existing models, there is no convincing evidence of the existence of a conceptual model that incorporates digital government service quality, OI traits and occupational stress from the public service providers' viewpoint. Therefore, a conceptual model, with occupational stress acting as a mediator between various OI traits and digital government service quality, is presented as a comprehensive framework to heighten the quality of the public service delivery.
This paper explores the gap in the current service quality studies and proposes a conceptual model that is more reflective of today's public service delivery. Firstly, it helps better understand digital government service quality from a much less focused area, the supply side (service providers) standpoint as opposed to the demand side (citizen) viewpoint (citizen). Secondly, it extends the understanding of performance and evaluation of public service delivery from perspectives such as knowledge utilisation, strategic alignment and participatory decision-making. Thirdly, it extends the literature on digital service quality from a non-technological perspective, as to how it is influenced by employees' psychological well-being factors.
