Government Bureaucracy and Quality Public Service Delivery at Twifo Atti-Mokwa District Assembly: The Moderating Role of Work Environment

Abstract

This study aims to analyze the relationship between government bureaucracy and the quality of public services provided by the Twifo Atti Mokwa District Assembly, specifically examining how the work environment acts as a moderator. The study's objectives were to examine how government bureaucracy at the Twifo Atti-Mokwa District Assembly in Ghana affects public service delivery, how the work environment affects public service delivery, and how the work environment moderates the relationship between government bureaucracy and public service delivery. Research in this area is based on positivist principles. An explanatory research design and quantitative methodology were used in the study. The study sample was obtained using census techniques. Data was collected using questionnaires. The population for the study was 247 employees, however, a total of 232 employees (93.9%) completed the survey. Data was gathered and analyzed using structural equation modeling (PLS SEM) and Statistical Package for the Social Sciences (SPSS). The study demonstrated that bureaucratic aspects of government significantly impacted the provision of high-quality public services. Quality public service delivery is positively impacted by work environment, as shown in the second aim. The result of the study also showed that work environment moderates the association between government bureaucracy and quality public service delivery. Based on the findings of the research, it was recommended that the government take efforts to change how labour is allocated within the public service sector in Ghana (Twifo Atti-Morkwa District Assembly). Specifically, the existing division of work model does not seem to significantly improve service delivery quality as hypothesised.