Digitalization of Public Services and the Services Quality Perception

The digital era has changed all sides of our life. Citizens expect a greater number of digital services not just in their personal life, but also when interacting with government agencies. Despite its multiple advantages, the digitization of Romania's public sector is still difficult to achieve...

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Bibliographic Details
Published in:Journal of Emerging Trends in Marketing and Management 2023-07, Vol.I (2), p.9-17
Main Authors: Dumitru Goldbach, Mădălina Vișan, Valeria Oana Paraschiv, Ionel Dumitru
Format: Article
Language:English
Subjects:
digitalization
public services
quality perception
services
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Summary:The digital era has changed all sides of our life. Citizens expect a greater number of digital services not just in their personal life, but also when interacting with government agencies. Despite its multiple advantages, the digitization of Romania's public sector is still difficult to achieve. Adoption barriers range from privacy concerns and user opposition to individualized ability limitations. To get the most on the positive impacts of digitalization in public services, the crucial first phase is likely to be setting up digital trust. Therefore, public administrations ought to take part in digital trust building to get over current obstacles to digitalizing public services and to build a modern, efficient, and citizen-oriented administration. Another important aspect is the degree of digitization of civil servants, but also the digital education level of citizens, combined with the socio-economic context, access to new technologies and the presence of specific equipment. In this context, I conducted a study in one of the counties of Romania characterized by a low economic level.The majority of research participants (N=323) indicate the use of social networks with a daily frequency, in the current activity, the transfer does not occur. Also, the lack of concern of the local authority to increase the digitization level of civil servants makes the use of modern means of interaction not possible.
ISSN:2537-5865