PLS Approach to Measure the Impact of Digital Transformation on User Satisfaction: Case of Local Public Services in the Northern Region of Morocco

摘要

This article means to propose a theoretical framework model to quantify the effect of digital transformation on the satisfaction of users of public administrations. In this way, we proceed with a hypothetic-deductive reasoning. A survey was carried out among 110 users of the public services, and the evaluation of our model was carried out using the partial least squares (PLS) structural equations approach via the software SPSS 21 and XL-stat (version 2018) for exploratory factor analysis and verification of reliability and validity. The results of our study show that digital transformation of the public administration positively affects the satisfaction of its users.