Digital Transformation Initiatives and Beneficiaries’ Satisfaction in Public Services: The Mediating Roles of Service Accessibility and Ease of Use

Abstract

Despite increasing investments in digital transformation initiatives within public administration, there is limited empirical evidence on how these initiatives translate into higher beneficiary satisfaction. Prior studies have primarily emphasized technological adoption and infrastructure readiness, with less attention to the service-level mechanisms that operationalize digital investments into positive user experiences. To address this gap, this study aims to examine the direct and indirect effects of digital transformation initiatives (e-government services, mobile applications, and online portals) on beneficiaries’ satisfaction, with particular focus on the mediating roles of service accessibility and ease of use. Drawing on resource-based theory, the dynamic capabilities view, and the Technology–Organization–Environment framework, this study develops and tests a mediation model using Structural Equation Modeling (SEM). Data were collected from 400 beneficiaries of digital municipal services in Dhofar Municipality, Oman. Reliability and validity were assessed through measurement model evaluation, and mediation effects were tested using bootstrapping procedures. The results reveal that digital transformation initiatives significantly enhance service accessibility and ease of use. Both accessibility and ease of use positively influence beneficiaries’ satisfaction, with ease of use demonstrating a comparatively stronger effect. Mediation analysis indicates that digital transformation initiatives improve satisfaction both directly and indirectly through enhanced accessibility and usability, confirming partial mediation. The findings also highlight the importance of inclusive digital design, cybersecurity, and infrastructure reliability in maximizing satisfaction outcomes. This study contributes to digital governance literature by clarifying the service-level mechanisms through which digital transformation initiatives influence citizen satisfaction. Unlike prior research that has primarily focused on adoption rates, this study integrates service quality theory and digital transformation perspectives to explain how accessibility and ease of use operationalize digital investments into public value within a municipal context.