Impact of E-government on Institutional Performance: Fostering Sustainable Higher Educational Practices

Abstract

This study explores the role of e-government services in enhancing institutional performance, with a specific focus on Northern Border University (NBU). E-government initiatives have transformed public sector operations globally by improving accessibility, transparency, and efficiency. This study employs the E-GOVQUAL model, a widely recognized framework for evaluating the quality of e-government services, and assesses key dimensions such as interactivity, information quality, ease of use, support quality, functionality, privacy, and aesthetics. Through a structured questionnaire targeting NBU employees and faculty members, the study examines how the quality of e-government services impacts institutional performance. Ten questions on institutional performance and 21 questions based on the E-GOVQUAL model are formulated. The data were organized and analyzed by using Smart PLS software. The findings reveal that all dimensions of e-government services have a statistically strong positive effect on institutional performance, with strongest factors being information quality, interactivity, and web functionality. The study underscores the importance of optimizing e-government services to improve institutional efficiency, reduce transaction times, and increase user satisfaction. By providing insights into the impact of e-government on institutional outcomes, stakeholders understand the ongoing efforts to enhance public sector performance through effective digital transformation.

Keywords: E-government, GOVQUAL, Northern Border University, public service, institutional performance