DIGITAL LEADERSHIP AND E-GOVERNMENT SERVICE QUALITY: A SYSTEMATIC REVIEW OF CONCEPTS, MODELS, AND PUBLIC SECTOR IMPLICATIONS

Abstract

The rapid digital transformation in both public and private sectors has heightened the importance of digital leadership and e-government service quality as critical drivers of institutional performance, innovation, and citizen satisfaction. This systematic review synthesizes findings from ten peer-reviewed studies published between 1995 and 2022, focusing on the conceptualization of digital leadership, its impact on organizational outcomes, and the evaluation of e-government service quality across various contexts. The selected literature covers diverse geographical regions, sectors, and methodological approaches, ranging from theoretical frameworks and mixed-methods models to empirical assessments using large-scale datasets. Key themes emerging from the review include: (1) the multidimensional nature of digital leadership, encompassing organizational, individual, and leader-specific factors; (2) the mediating role of digital platforms in fostering innovation; (3) the link between digital leadership and psychological well-being; and (4) the critical role of service quality dimensions—such as usability, reliability, transparency, and security—in enhancing citizen trust in e-government. While the reviewed studies offer valuable theoretical and empirical insights, limitations include a predominance of commercial-sector focus, limited longitudinal research, and insufficient exploration of public sector dynamics in non-Western contexts. This review highlights the need for future research to integrate digital leadership and e-government quality models in government settings, with a particular emphasis on cultural adaptation, user-centered design, and the measurement of long-term outcomes.