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Improving service quality, accountability and transparency of local government: The intervening role of information technology governance

Author

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  • Hafiez Sofyani
  • Hosam Alden Riyadh
  • Heru Fahlevi

Abstract

This study aims to examine the perception of government employees about the association of the culture of compliance in information technology (IT) on the service quality, accountability, and transparency through effective IT governance (ITG) as an intervening variable. This study was carried out in the local government (city) of Surabaya, Indonesia. The population of this study is all Local Government Organizations (LGOs) in the Surabaya, while the samples are LGOs for public services and administration. Data was gathered through the questionnaires distributed directly to the respondents. The respondents are LGOs employees who are involved with e-government implementation. The number of distributed questionnaires was 200, but there were only 141 returned and analyzed. The partial Least Square-Structural Equation Modeling (PLS-SEM) was utilized to analize the data. The results of this study demonstrate that the culture of compliance in IT associates with service quality, accountability, and transparency indirectly through effective ITG. The result implies that effective ITG is a crucial aspect that must be considered for achieving successful e-government development in Indonesian local governments.

Suggested Citation

  • Hafiez Sofyani & Hosam Alden Riyadh & Heru Fahlevi, 2020. "Improving service quality, accountability and transparency of local government: The intervening role of information technology governance," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1735690-173, January.
    • Handle: RePEc:taf:oabmxx:v:7:y:2020:i:1:p:1735690
    DOI: 10.1080/23311975.2020.1735690
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    Cited by:

    1. Juan-Carlos Garrido-Rodríguez & Marta Garrido-Montañés & Germán López-Pérez & Elisabeth Zafra-Gómez, 2022. "The Importance of Measuring Local Governments’ Information Disclosure: Comparing Transparency Indices in Spain," Sustainability, MDPI, vol. 14(20), pages 1-17, October.
    2. Tariq, Waqas & Chen, Yinfei & Tariq, Adeel & Sumbal, Muhammad Saleem, 2026. "Digital governance for sustainable development: A holistic review, framework, and roadmap," Technology in Society, Elsevier, vol. 84(C).
    3. Guo, Jiaqi & Wang, Qiang & Li, Rongrong, 2024. "Can official development assistance promote renewable energy in sub-Saharan Africa countries? A matter of institutional transparency of recipient countries," Energy Policy, Elsevier, vol. 186(C).
    4. Cañizares-Espada Manuela & Muñoz-Colomina Clara Isabel & Pérez-Estébanez Raquel & Urquía-Grande Elena, 2021. "Transparency and Accessibility in Municipalities: The Case of Social Services in Spain," Central European Journal of Public Policy, Sciendo, vol. 15(1), pages 31-54, June.
    5. Ibrahim Bin Abu Sin & Shukriah Binti Sa’ad, 2025. "Identifying Factors Influencing Compliance of Malaysian Public Sector Accounting Standard (MPSAS): Evidence from Federal Statutory Bodies (FSBS)," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(9), pages 2186-2199, September.
    6. Benedetta Coluccia & Roberta Barbieri & Donatella Porrini & Francesco Natale, 2026. "Unveiling Urban Smartness: Empirical Evidence from Italian Cities," Italian Economic Journal: A Continuation of Rivista Italiana degli Economisti and Giornale degli Economisti, Springer;Società Italiana degli Economisti (Italian Economic Association), vol. 12(1), pages 157-216, March.
    7. Pavel Krpálek & Kateřina Berková & Andrea Kubišová & Katarína Krpálková Krelová & Dagmar Frendlovská & Daniela Spiesová, 2021. "Formation of Professional Competences and Soft Skills of Public Administration Employees for Sustainable Professional Development," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    8. Jorge Hochstetter & Felipe Vásquez & Mauricio Diéguez & Ana Bustamante & Jeferson Arango-López, 2023. "Transparency and E-Government in Electronic Public Procurement as Sustainable Development," Sustainability, MDPI, vol. 15(5), pages 1-24, March.
    9. Zhen Wang & Haoyang Wu, 2025. "Research on the Influence Mechanism of Digital Economy Based on Neural Networks on Corporate Governance Model," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 16(2), pages 10104-10135, June.
    10. repec:bcp:journl:v:5:y:2021:i:10:p:408-420 is not listed on IDEAS
    11. Liu, Junxian & Nie, Song & Lin, Tiantian, 2024. "Government auditing and urban energy efficiency in the context of the digital economy: Evidence from China's Auditing System reform," Energy, Elsevier, vol. 296(C).

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