The impact of digital transformation on enhancing service quality dimensions in higher education: An applied study at the Faculty of Economics, Setif 1 University
DOI:
https://doi.org/10.18559/ref.2026.1.2870Keywords:
digital transformation, public service, service qualityAbstract
The study aimed to analyse the impact of digital transformation on improving the quality of academic and administrative services at the Faculty of Economic Sciences, Setif 1 University, with a focus on the dimensions of public service quality. The study concluded that digital transformation has a positive effect on service quality, as it facilitated the use of digital systems, reduced the time required for processes and enhanced digital interaction between faculty members and students. Furthermore, organisational culture emerged as the dimension most aligned with digital transformation, reflecting the institution’s ability to improve responsiveness and develop both technical and human infrastructure to effectively support service quality.
JEL Classification
Structure, Scope, and Performance of Government (H11)
Information and Product Quality • Standardization and Compatibility (L15)
Technological Change: Choices and Consequences • Diffusion Processes (O33)
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Copyright (c) 2026 Saadi Ayad, Mohamed Fouad Henni
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