Measuring the Digital Maturity of Moroccan Commercial Banks: Construction of a Multidimensional Score

Abstract

In light of the need to keep pace with disruptive technologies, with a view to maintaining competitiveness at both the national and international levels, Moroccan banks have, in recent years, embarked on a process of digital transformation by gradually adopting new operating practices and offering innovative digital services. Despite the predominance of qualitative studies in assessing digital maturity tailored to the banking sector in emerging countries, our study aims to measure the digital maturity of Morocco’s leading commercial banks using a quantitative, multidimensional model of digital maturity (Multidimensional Score) based on capabilities that reflect the various aspects of digital transformation. Based on a Design Science Research approach, this study draws on a literature review covering five Moroccan commercial banks over the 2015–2025 period to assign scores (from 1 to 5) to the banks in the sample, thereby enabling an assessment of the differences among the banks across the various dimensions of digital transformation. This study highlights that certain banks, particularly those with a significant market share, have achieved high levels of digital maturity (scores of 4 to 5), reflecting considerable progress across multiple dimensions of digital transformation, notably in terms of customer experience and the development of digital skills among human resources. Although based exclusively on publicly available data and an ordinal scale, the model developed serves as a tool enabling decision-makers to identify the priority drivers of digital transformation.

Classification JEL : G21, O33, M15

Paper type : Empirical Research