The digitalisation of public services: evaluation of the SMS service for bac results in Morocco using the SERVQUAL model

Digitalisation des services publics: évaluation du service SMS des résultats du bac au Maroc par application du modèle SERVQUAL l

Malika El Gajoui and Jihane Bakkali
Additional contact information
Malika El Gajoui: UM5 - Université mohamed 5, Rabat, FSJES Souissi RABAT - Faculté des Sciences juridiques, économiques et sociales Souissi RABAT

Post-Print from HAL

Abstract: The digitization of public services has transformed the relationship between the administration and citizens, who have become consumers of these services. Thanks to technological advances, communication channels have multiplied and users can access a multitude of public services from anywhere, using only their phones. In Morocco, this transition has resulted in the launch of several online services, including the sending of high school graduation results by SMS. In this context, the article evaluates the perception of SMS as a means of public communication in Morocco, based on a documentary analysis and a survey of 106 participants, including high school students and their parents. Through a quantitative study and the enriched SERVQUAL model, we evaluated the five classic dimensions of the SERVQUAL model (reliability, responsiveness, tangibility, assurance, empathy), as well as the perceived image of the administration and the predisposition to use digital services. Statistical analyses show that although all dimensions are correlated with satisfaction, the "assurance" dimension and the additive "image of the administration" dimension are the predictors that most influence satisfaction. Empathy and reliability also have a significant but less important effect. On the other hand, the dimensions of responsiveness, tangibility, and predisposition to use a digital tool have no significant effect

Keywords: Digital transformation; SMS; SERVQUAL; perceived quality; user satisfaction.; Satisfaction des usagers; Transformation digitale (search for similar items in EconPapers)
Date: 2026
New Economics Papers: this item is included in nep-ara
Note: View the original document on HAL open archive server: https://hal.science/hal-05525487v1
References: Add references at CitEc
Citations:

Published in International Journal of Accounting, Finance, Auditing, Management and Economics, 2026, 7 (03), pp.214-230. ⟨10.5281/zenodo.18657830⟩

Downloads: (external link)
https://hal.science/hal-05525487v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05525487

DOI: 10.5281/zenodo.18657830

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().