Digital Transformation in Public Transportation: Investigate the impact of Digital Transformation in Public Transportation Business Model in UAE on Public Transportation Customer Relationship

Abstract

Digital transformation become a major need, and for many businesses it’s not optional to speed up their digital transformation because of all the uncertainty about the future such as COVID-19 pandemic. Government agencies can enhance services, save money and the same time improve the quality of resident’s life by digitizing processes and making organizational changes, also many government entities have discovered that the digital transformation of a government is difficult however, it is extremely lucrative for residents and government officials. The United Arab Emirates is one of the most developed countries in the middle east and north africa for citizen-centric online public services, as multiple digital government strategies had been introduced such as the fourth industrial revolution strategy, the artificial intelligence strategy, the national innovation strategy, and the emirates blockchain strategy 2021, moreover UAE government achieved major digital accomplishments in a variety of fields, including education, health, cybersecurity, digital government, and smart cities. The aim of this research is to identify the impact of digital transformation of public transportation business model on customer relationship using a quantitative research methodology by utilizing a quantitative survey for collecting numerical data. Results indicates that there is a moderately positive association between the digital transformation of public transportation business model on customer relationship.