The Mediating Effect of HR Service Quality on the Relationship between Technology Adoption and Job Satisfaction in the Context of Digital Transformation in the Sharjah Government

Abstract

This study examines the effect of Technology Adoption on Job Satisfaction within the context of digital transformation in the Sharjah Government, with HR Service Quality examined as a mediating variable. The study is grounded in the literature on digital transformation, e-HRM, service quality, and public-sector job satisfaction, and develops a conceptual framework linking Technology Adoption, HR Service Quality, and Job Satisfaction. Data were collected through a structured questionnaire distributed to employees in Sharjah public-sector organisations who had experience using HR-related digital systems. Following data screening procedures, 519 usable responses were retained for analysis. The measurement model demonstrated satisfactory reliability, convergent validity, and discriminant validity. Structural model analysis revealed that Technology Adoption had a positive and significant effect on both Job Satisfaction and HR Service Quality. HR Service Quality also had a positive and significant effect on Job Satisfaction. In addition, the mediation analysis confirmed that HR Service Quality significantly mediates the relationship between Technology Adoption and Job Satisfaction. The findings suggest that digital HR systems improve employee satisfaction primarily when they enhance the quality, accessibility, responsiveness, and reliability of HR services. However, the relatively small direct effect of Technology Adoption indicates that technology alone is insufficient to substantially improve employee satisfaction without effective service support mechanisms. The model explained 29.1% of the variance in Job Satisfaction, indicating moderate explanatory power. The study contributes to the e-HRM and public-sector digital transformation literature by demonstrating that the impact of technology adoption on employee satisfaction is largely service-dependent rather than purely technology-driven. The findings further highlight the importance of adopting an employee-centered and service-oriented approach to HR digital transformation within public-sector organisations.