The Impact of Business Process Reengineering on the Quality of E-Services

An Exploratory Study of the Opinions of a Sample of Employees and Affiliates of the Nineveh Traffic Directorate

Abstract

The current study sought to demonstrate the impact of business process reengineering, with its adopted dimensions (organizational, technological, human, and strategic planning), on enhancing the quality of electronic service in the Nineveh Governorate Traffic Directorate. The importance of shifting toward digital electronic services has become a major concern for many organizations, particularly in light of the expansion of digital transformation worldwide.
With the goal of achieving a high level of service quality, the study highlights the importance of redesigning administrative and operational processes using innovative methodologies that ensure simplified procedures, reduced costs, and improved operational efficiency—factors that directly impact the quality of services provided via electronic media.
In general, the study's problem was formulated by raising several questions aimed at examining the impact of business process reengineering, with its adopted dimensions, on enhancing the quality of electronic service. At the outset: What is the nature of the relationship and impact between business process reengineering, in terms of its dimensions, and the quality of electronic service in the directorate under study? To answer these questions, a descriptive analytical approach was employed, along with data collection tools such as a questionnaire and personal interviews, to gather data and information from the field. The questionnaire was distributed to 74 respondents at various levels within the directorate. The statistical program (SPSS v.26) was used to analyze the data and arrive at the study's results. The most important finding is the existence of a significant correlation and influence between business process reengineering—considering its dimensions—and the enhancement of electronic service quality in its various aspects (reliability, responsiveness, ease of use, confidentiality and security, and website design) in the directorate under study.
Through this study, the researcher recommends that the directorate's management give sufficient attention to the concept of business process reengineering and adopt it as part of its operational context to improve service levels, especially given the availability of necessary resources and a suitable technological environment. The researcher also recommends training staff and developing their skills in using the latest technologies to increase performance efficiency and achieve customer satisfaction.