Strategic Digital Transformation Planning as a Catalyst Linking User Experience and Organizational Excellence: A Case Study of the Saudi Health Sector

The rapid advancement of digital health services has created both opportunities and challenges for healthcare systems worldwide, particularly in developing comprehensive e-health frameworks that align with patient needs and institutional capacities. This study investigates the critical factors influencing the adoption of digital health services within the Ministry of Health in Saudi Arabia, focusing on five dimensions: trust, technological infrastructure, ease of use, perceived usefulness, and awareness. A quantitative research approach was employed through the distribution of a structured electronic questionnaire, which gathered responses from 132 participants recruited via social media platforms. The survey captured demographic data in addition to participants’ perceptions of digital health transformation. Statistical analysis revealed moderate levels of trust, with respondents rating transparency and accuracy positively. Nevertheless, concerns regarding data privacy emerged as a persistent barrier to full adoption. Furthermore, technological infrastructure was rated poorly, indicating gaps in system reliability, integration, and performance that hinder effective implementation. Ease of use appeared as a key determinant of adoption, with respondents emphasizing the importance of user-friendly interfaces, accessibility, and adequate technical support. Perceived usefulness, however, was relatively low, suggesting that the added value of digital health tools in improving efficiency and service quality has not been fully demonstrated to end-users. Awareness was found to play a mediating role, shaping how trust, technology, and usability translate into acceptance and utilization. Hypothesis testing confirmed that trust and technology significantly influence adoption, while ease of use and usefulness strongly drive user acceptance. The findings highlight the necessity of enhancing data security measures, upgrading technological infrastructure, and improving user experience through training and design optimization. Additionally, targeted awareness campaigns are recommended to strengthen public understanding of the benefits of digital health services. By addressing these factors, Saudi Arabia’s Ministry of Health can accelerate a sustainable digital transformation in healthcare, ensuring higher adoption rates and improved service delivery.