Digital Transformation and its Impact on Citizen Satisfaction A Case Study of the Ration Card as a Model

Abstract

This research aims to examine the impact of digital transformation on improving the quality of government services and raising citizen satisfaction, through an applied study of the ration card system. The research relied on a descriptive analytical approach, where (98) questionnaires were distributed to a sample of service beneficiaries to measure their opinions on digital transformation and its impact on their experience. The results showed that digital transformation contributed to facilitating the procedures for obtaining ration cards, reducing manipulation, and achieving a greater degree of transparency, which positively impacted citizen satisfaction. The study also revealed challenges related to technological infrastructure and weak digital awareness among some groups. The research recommends the need to develop technical systems and intensify awareness campaigns to ensure wider access to the benefits of digital transformation and enhance citizens' confidence in government services.