TITLE:
The Digitization of Public Services and Its Contribution to the Quality of Service in Relation to User Satisfaction
AUTHORS:
Bernabé Fochie Tuebou
KEYWORDS:
Digital Transformation, Public Services, Quality of Service, User Satisfaction
JOURNAL NAME:
Open Journal of Applied Sciences,
Vol.14 No.9,
September
27,
2024
ABSTRACT: In recent years, some governments have been working on solutions to transform public administrations and provide high-quality services to users. The United Nations has recommended integrating digital technology into various aspects of life, including public services. The objective is to offer real-time, high-quality digital services, improve the delivery of public services, enhance their effectiveness and efficiency, while achieving objectives such as transparency, interoperability and citizen satisfaction. However, most governments in developing countries are unable to keep up with this trend. As a result, they often create digital public services that fall short of users’ expectations. This study aims to identify the fundamental factors influencing the quality of service in relation to user satisfaction and to explore the relevance of digital technology in implementing this quality within Cameroon public administrations. To achieve this, we used a qualimetric research method, which included non-directive interviews, questionnaires, and structured observations. The results showed that the public services offered in our study environment did not meet users’ expectations. However, the study identified the fundamental aspects to be considered in providing quality public services connected to user satisfaction, as well as the strengths of digitization in achieving this quality.