The role of digitization in the service quality improvement in public administration a sample study of citizens benefiting from the biometric services of Ahmer El-Ain municipality

Echikr Ayoub , Deriouche Nour elhouda, Mousserati khaoula

Abstract

   This study aimed to identify the extent to which the digitization of public administration impacts the improvement of the quality of service. Moreover, it is focused on the services provided by the biometric department of Ahmer El-Ain  municipality in Tipaza province considering the municipality as an important link between citizen and state. To achieve this purpose, data collection using a questionnaire was conducted on a sample of 200 citizens in this department. By applying the relevant statistical methods, it tested the impact of the digitization on the dimensions of public service quality, namely: tangibility, reliability, responsiveness, assurance, and empathy.

     The results have shown that there is a correlation and impact relationship between the digitization of public administration on improving the service quality provided by the biometric department of Ahmer El-Ain  municipality.