THE EFFECT OF DIGITALIZATION ON USER BEHAVIOR AND THE QUALITY OF SERVICES IN TIMES OF THE COVID-19 PANDEMIC

Abstract

This study is an attempt to empirically examine the effect of digitalization on citizen behavior and the quality of services of the occurrence of COVID-19. A survey was conducted in 12 regions of Morocco. Primary data was collected using pre-established questionnaires, and quantitative analysis techniques have been employed using SPSS and AMOS with a sample of n=639 in order to test the hypotheses. This research was generated by operationalizing the variables developed in previous studies. The research has shown that the quarantine has a significant effect on citizen behavior. A large proportion of citizens pay considerable attention to the use of public e-services in this period comparing to a regular period furthermore the hypothesis that the quality of services is impacting citizen behavior has been rejected since the users of public services are forced to use the electronic ones.