The impact of digital transformation on improving service quality performance: An applied study on the employees of the public administration at Alasmarya University

Abstract

This study aims to identify the role of digital transformation, with its various application requirements (strategy, organizational culture, transformational leadership, and human resources), in improving the performance of services provided by the general administration staff at Al-Asmarya University. The researcher adopted a descriptive approach to address the conceptual aspects of the study and an analytical approach to address its practical applications. A questionnaire was used to collect primary data; (50) questionnaires were distributed, and after collection and review, only (42) were found to be valid for statistical analysis.

The study reached several conclusions, most notably a strong correlation between the requirements for implementing digital transformation and the improvement of service performance within the university. The study concludes by recommending the acceleration of the national digital transformation project, which is considered one of the most important tools for achieving sustainable development, improving the government work environment, providing electronic services, and transitioning towards a digital economy.