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Article · Measurement Digitalization · December 7, 2025

Driving digital transformation in government services in Ghana: A value-creation perspective

Frederick Pobee, Abdul Bashiru Jibril, Aijaz Ahmed Shaikh, Ardak N. Turginbayeva, Zhansaya Issayeva, Мутанов Галимкаир Мутанович

Dr. Aijaz A. Shaikh
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Abstract

• The key value creation factors have a significant influence on citizens’ delight. • The study adds to theory by expanding Amit and Zott’s value creation model for use in citizen-based e-government services. • The efficiency of the online passport application platform significantly influences consumers' perceptions of value creation. • Security, reliability, and data protection (lock-in) motivate applicants to adopt and keep using the digital platform. This study examines how value creation serves as a mediator in enhancing citizen delight within e-government services, i.e., Ghana's digital passport application platform. It explores the relationship between key value creation factors, including transaction efficiency, product novelty, lock-in, complementarities, and citizen delight as outcome variables. The study contributes to the theoretical understanding of value creation in government service by adapting and expanding Amit and Zott’s value creation model to a citizen-centered e-government context. A quantitative method was used, employing a pre-tested survey tool and purposive sampling. A total of 395 responses were gathered between August and November 2024 and analysed using PLS-SEM. The results indicate that key value creation factors have a noticeable influence on citizen delight. The study highlights their significance in influencing citizens' perceptions and overall satisfaction and happiness with e-government services. Based on the results, several practical recommendations are made, including integrating value-creation factors into e-government services. This approach aims to cater to diverse consumer preferences, ultimately enhancing citizens' experience and satisfaction with the digital platform.

E-Government and Public ServicesService and Product InnovationCustomer Service Quality and Loyaltyvalue creatione-government servicesdigital transformation

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