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The Impact of Digital Transformation on the Satisfaction of Tax Administration Users in Morocco during the Covid-19 Pandemic: An Empirical Study

Author

Listed:
  • Imad Ait Lhassan

    (UAE - Abdelmalek Essaadi University [Tétouan] = Université Abdelmalek Essaadi [Tétouan])

  • Oumayma Bedraoui

    (USMBA - Université Sidi Mohamed Ben Abdellah)

  • Otmane Akhannich

    (UIT - Université Ibn Tofaïl)

Abstract

Purpose: The objective of any change in public administrations is to improve their management system to provide a better service to the citizen user. This is how policy makers defend their political agendas. However, the effectiveness of the digital transformation of public services is not limited to the promulgation of laws but to their impact on the satisfaction of users of public administration and its perception by the public agent and the citizen. The objective of this article is to analyze the impact of digital transformation on the satisfaction of users of public administration, and more particularly of tax administration. Design / Method / Approach: This is an empirical study with a quantitative approach using a questionnaire administered to 107 taxpayers. We analyzed data through the structural equation method with SmartPls software to study the relationship between five sub-variables of digital transformation and user satisfaction. Originality / Value: The results show a significantly positive relationship between three sub-variables of digital transformation and user satisfaction: perceived ease of use, perceived usefulness, and website design. Research Limitations / Future Research: In addition, public administrations need to stay abreast of current trends in service digitalization. The success of the digitization of the administration is conditioned by the commitment and involvement of all stakeholders. This is with the view to providing quality services in real-time, thus meeting users' expectations.

Suggested Citation

  • Imad Ait Lhassan & Oumayma Bedraoui & Otmane Akhannich, 2022. "The Impact of Digital Transformation on the Satisfaction of Tax Administration Users in Morocco during the Covid-19 Pandemic: An Empirical Study," Post-Print hal-03649249, HAL.
    • Handle: RePEc:hal:journl:hal-03649249
    DOI: 10.15421/192205
    Note: View the original document on HAL open archive server: https://hal.science/hal-03649249
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    References listed on IDEAS

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    1. Adil Khalil Ibrahim & Abdelhay Benabdelhadi, 2021. "La transformation digitale de l'administration publique : Revue de littérature systématique The Digital Transformation of Public Administration: A Systematic literature review," Post-Print hal-03372151, HAL.
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    4. Muslim Amin & Sajad Rezaei & Maryam Abolghasemi, 2014. "User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust," Nankai Business Review International, Emerald Group Publishing Limited, vol. 5(3), pages 258-274, July.
    5. Mouwen, Arnoud, 2015. "Drivers of customer satisfaction with public transport services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 78(C), pages 1-20.
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    Keywords

    digital; satisfaction; public administration; Morocco;
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