أثر التحول الرقمي على جودة الخدمات في القطاع الحكومي السعودي : د ا رسة تطبيقية على و ا زرة الداخلية السعودية

Abstract

Although digital technologies are vital to enable innovation in service delivery processes, it is still important to understand how they affect service quality and service provider-customer interactions. In this study, we aim to determine the effect of digital transformation on the quality of services in the Saudi government sector through an applied study of the Saudi Ministry of Interior. To attain and fulfill the objectives of this study, we employed the descriptive-analytical method. In the methodology of this research, we further used the survey questionnaire as a tool for data collection from the targeted population of the study. The sample of this study consisted of (164) employees. Results showed that there is a statistically significant effect of the availability of digital transformation elements and requirements (strategic vision, qualified human resources, infrastructure and devices, communication networks, and information security) on the level of service quality in the various dimensions of quality (reliability, response, tangibility, and guarantee). The most significance of the study's recommendations is the requirement to increase the Ministry's interest in offering training and development programs that enhance employees' performance. Increasing the Ministry's interest in routine equipment maintenance to prevent failures and gain from digital transformation by offering electronic methods to address beneficiary questions.