Digitalization as a Strategic Option for Improving Service Quality in Local Administration: A Case Study of a Public Service Facility in Skikda

Abstract

This study aims to examine the role of digitalization in improving the quality of public services at the public institution of Sidi Mezghiche Municipality. It focuses on three dimensions of digitalization: communication networks, the simplification of procedures, and cost reduction. The public service quality variable, meanwhile, encompasses reliability, responsiveness, and accuracy.

The study was conducted across all departments within the institution that use digitalization. The study population consisted of 543 employees, with particular focus placed on permanent employees. A sample survey, as one of the methods used in descriptive research, was adopted. The sample consisted of 55 respondents, who were administered a questionnaire as the main data collection instrument. The collected data were coded and processed using SPSS Version 27 for statistical analysis.

The study yielded the following findings: there is a strong positive correlation between digitalization and public service quality at the public institution of Sidi Mezghiche Municipality. This is demonstrated by the following specific results:

• There is a statistically significant positive correlation between communication networks and reliability, with a correlation coefficient of **0.499 at the 0.01 significance level.
• There is a strong positive correlation between the simplification of procedures and responsiveness, with a correlation coefficient of **0.724 at the 0.01 significance level.
• There is a weak-to-moderate positive correlation between cost reduction and accuracy, with a correlation coefficient of **0.372 at the 0.01 significance level.