Impact of digital transformation on financial inclusion in Morocco: The case of banks and public institutions[Impact de la transformation digitale sur l’inclusion financière au Maroc : Cas des banques et des organismes publics]

Digitalization plays a crucial role in the development of services across all organizations, particularly within the banking sector. It constitutes a core pillar of efficiency for banks. Digital transformation enables the provision of multiple services to clients and users through mobile applications and interactive platforms, allowing institutions to become key stakeholders in the National Financial Inclusion Strategy, particularly in terms of access to and usage of financial services. However, alongside its remarkable expansion, digitalization is also regarded as a practice that fosters better organizational efficiency and serves as a genuine tool for strengthening and developing customer relationships. This article aims to assess digital practices and their contribution to improving financial inclusion in Morocco. The study adopts a qualitative approach based on semi-structured interviews conducted with executives and managers of digital divisions within Moroccan banks and public institutions. A thematic analysis is employed to evaluate the contribution of digitalization to financial inclusion.