The managerial implications of public service digitalization: Electronic Administration as a driver of service quality for users (Introduction to the SERVQUAL Model)

Abstract

Electronic Administration embodies a dynamic and continuous approach aimed at accomplishing and enhancing the tasks of various governmental bodies, leveraging the evolution of information and communication technologies. It has been trialed across different countries, yielding contentment not only in terms of heightened productivity but also in user satisfaction and the enhancement of the quality of services provided to citizens (Saïh, F. 2018).

The objective of this theoretically-oriented article is to examine the managerial challenges intrinsic to the digitization of public services, emphasizing the pivotal role assumed by electronic administration as a catalyst for improving the quality of services rendered to users. The adopted approach is founded on a conceptual exploration of the underpinning principles and theories of digitization and electronic administration. Moreover, it involves a comprehensive analysis of the functions and benefits offered by this digital transformation within the public sphere, while also addressing the hurdles to be surmounted. This methodological endeavor has unveiled the affirmative role of electronic administration in ameliorating the quality of public services. Such quality is primarily rooted in the framework of the SERVQUAL model, which, within the context of prevailing theories, is regarded as the most pertinent and suitable model for evaluating service quality.

This composition assumes the form of a narrative synthesis of prior knowledge and research, with the intention of shedding light on the theme of public service digitalization, as well as providing an overview of its constituent elements. This pursuit is guided by the deliberate choice of a positivist epistemological standpoint adopted to steer our exploration throughout the course of this present article.

Keywords: Digitalization; Electronic Administration; Managerial Challenges; Users; Service Quality; SERVQUAL.
Classification JEL: H83; O33

Paper type: Theoretical Research