Title: Examining the influence of governance on the quality of public services: the moderating effect of trust in government

Authors: Mohammad M. Ta'amneh; Ayman Abu Haija; Abdallah M. Taamneh

Addresses: School of Business, Jadara University, Irbid, 21110, 733, Jordan ' School of Business, Jadara University, Irbid, 21110, 733, Jordan ' School of Business, Abu Dhabi University, Al Ain, UAE

Abstract: The goal of the study was to investigate the connection between the rules of governance practices and people's impressions of the quality of public services. In addition, we examine the way the impact of governance standards varies according to the degree of trust in government. In addition to descriptive statistics, we use the generalised least squares (GLS) techniques for analysing the data to assess the hypotheses as we examine our proposed model in four key northern cities in Jordan. The findings of the study indicated that citizens' evaluations of the governance practices, the quality of the government's services, and their trust in the government were at a moderate level. Governance was found to have a positive relationship with the quality of public services, meaning that respondents believe that governance standards and procedures enhance service quality. It plays a crucial role in citizens' perceptions of service quality enhancement. In addition, the results demonstrate that trust in government promotes the belief of a link between governance standards and the quality of services offered by government.

Keywords: Jordan governance system; governance rule; trust in government; quality of public services; Jordan Public Administration.

DOI: 10.1504/JGBA.2023.138947

Journal for Global Business Advancement, 2023 Vol.16 No.3, pp.391 - 412

Received: 15 Feb 2024
Accepted: 15 Mar 2024
Published online: 04 Jun 2024 *

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