Mobile government services offer significant opportunities to improve citizen engagement in public service delivery. However, their adoption is shaped by a complex interplay of individual, social, technological, and contextual factors. To address this challenge, this study develops and empirically tests an integrated adoption model that extends the Unified Theory of Acceptance and Use of Technology (UTAUT) by incorporating context awareness, ubiquity, and electronic word-of-mouth (eWOM). Survey data were collected from 255 Bangladeshi citizens and analysed using partial least squares structural equation modelling (PLS-SEM). The results indicate that effort expectancy is the strongest predictor of behavioural intention to use Digital Municipality Service Systems (DMSSs), followed by performance expectancy, context awareness, social influence, and ubiquity, while perceived risk exerts a significant negative effect. In contrast, facilitating conditions do not significantly influence behavioural intention in this context. By integrating mobile-specific affordances and digitally mediated social influence into UTAUT, this study advances existing adoption models in mobile government settings. From a practical perspective, the findings offer policy-relevant insights for digital government initiatives, emphasising the importance of context-aware service design, ubiquitous access, and trust-building communication strategies to support effective implementation of mobile municipal services. These insights contribute to broader discussions on mobile government adoption, digital transformation, and public sector innovation in developing countries.
Despite several studies on digital governance and capability development, little research has been conducted in the Saudi context to examine structural relationships among critical factors, particularly in terms of entrepreneurial participation by persons with disabilities (PwDs). This study aims to identify the critical success factors that influence the entrepreneurial participation of PwDs and examine interrelationships among factors. This study used the Total Interpretive Structural Modelling (TISM) approach to achieve the research objectives and examined a case study in Saudi Arabia to validate the developed framework. The findings highlight that digital government infrastructure, financial support, access to digital resources, entrepreneurial capability development, training, and skill development are the critical factors that impact entrepreneurial participation of PwDs. The findings also highlight that digital government infrastructure serves as the main driving force in the developed framework.
As urban digital transformation accelerates, integrating siloed public services remains a key challenge for smart governance. This study presents a data-driven framework that unifies leisure services, cultural tourism, and municipal services through real-time multisource data fusion in Chinese smart cities. Based on over 2,000 user records from Nanjing and Chengdu (2024-2025), the author implemented a closed-loop service model-collection, integration, feedback, and optimization- enabling dynamic resource allocation and intelligent crowd diversion. Results show that after optimization, the average citizen satisfaction score increased from 3.85 to 4.13 on a 5-point Likert scale (where higher scores indicate greater satisfaction), and the number of complaints decreased by 46%. However, the system experienced overload during peak hours, and limited digital accessibility for older adults points to persistent equity gaps. The study advances a hierarchical, feedback-informed integration pathway offering practical strategies for building responsive, inclusive, and resilient e-government ecosystems in urban contexts.
Electronic government is critical for fostering innovation and entrepreneurship in rapidly evolving digital economies. Although prior research highlights the role of digital public services, the literature remains fragmented, offering limited insight into how digital government initiatives systematically enhance innovation performance. This study develops a strategic, multi-level framework of critical success factors influencing digital government capacity and performance, examining Saudi Arabia's Vision 2030 digital transformation using total interpretive structural modeling. Seven factors are identified: innovation capacity and performance, digital infrastructure, strategic partnerships, digital technology adoption, government digitalization efforts, entrepreneurial competence, and digital dynamic capabilities. Government digital transformation is the primary driver, while partnerships, infrastructure, institutional digitalization, and capacity building exert systemic effects.
This study investigates how multi-dimensional e-government service quality shapes citizen loyalty through perceived value, trust, and satisfaction. Drawing on service quality and relationship marketing theories, it specifies four dimensions of e-government service quality—interactivity, sufficiency, privacy, and citizen service—and models their direct and indirect effects on perceived value, trust, satisfaction, and loyalty among users of Vietnamese e-government portals. Using survey data and a validated measurement model, the findings confirm that the four quality dimensions contribute unequally to overall e-government service quality and that service quality exerts significant positive effects on perceived value. Perceived value, in turn, strengthens citizen trust and satisfaction, ultimately fostering loyalty toward e-government services. The study advances e-government literature by empirically validating a multi-dimensional quality-driven value–trust–satisfaction–loyalty chain that may be used to design citizen-centered digital public services that build sustainable engagement and loyalty.
This study examined how behavioral and digital factors influenced digital asset management performance in local government institutions in Aceh, Indonesia. Drawing on literature relevant to digital government and public sector information systems, the study investigated the roles of knowledge sharing, digital competence, employee engagement, faith-based values, and digital asset management systems. Using survey data from 275 public asset officers and PLS–SEM analysis, the findings showed that knowledge sharing, digital competence, and digital asset management affected performance positively, while employee engagement mediated these relationships. In addition, the results showed that faith-based values and digital asset management systems strengthened the relationship between digital competence and performance. Overall, effective digital governance depended not only on technological capability, but also on employee involvement and ethical support.
Government digital humans are playing an increasingly larger role in public service interactions, yet how to rebuild public forgiveness after service failures is still unclear. This study examines the effects of communication quality and emotional feedback effectiveness on public forgiveness willingness, while also investigating the moderating roles of error compensation perception and gender. The study finds that communication quality significantly increases the public willingness to forgive, and error compensation perception moderates the effect of communication quality. The effect of emotional feedback effectiveness on the public willingness to forgive varies across gender, with male audiences showing greater sensitivity to emotional feedback effectiveness, while the effect is relatively weaker among female audiences. These findings reveal a multi-path mechanism underlying the formation of public willingness to forgive in government digital-human services and provide theoretical support and practical guidance for public service communication strategies and digital human design.
Grassroots women's federations in rural China have faced the challenge of limited personnel, poor organization, and a mismatch between service supply and demand. Drawing on supply–demand matching and collaborative governance theories, this study proposed a data-driven transformation and tested it using panel data from “H” city (2022–2024). Difference-in-differences and fixed-effects regressions showed that digital transformation increased service coverage by 98.5% (from 4,500 to 8,932 registered individuals), reduced response time by 80.8% (from 25 to 4.8 hours), and improved matching accuracy from 34.2% to 87.6%. Rights protection services benefitted most, while cultural revitalization progressed more slowly. Big data optimized resource allocation but raised ethical concerns, including the digital divide and privacy risks. This study repositioned women's federations from being passive policy facilitators to active data hubs targeting the empowerment of rural women.
The proficient enactment of e-government projects in underdeveloped nations depends not only on technical infrastructure but also on the capacity of public institutions to share knowledge and cooperate well. With a nuanced consideration of the Ministry of Justice, this study looks at how interorganizational knowledge sharing and interoperability help to advance e-government adoption inside Morocco's public sector. This study is anchored in a qualitative case study methodology, privileging contextual depth over numerical generalization. The research is grounded in the systematic examination of strategic policy texts and internal organizational correspondence. The key obstacles to interoperability identified in the study are cultural and behavioral ones. The results enhance theoretical resonance for other nations with constrained fiscal capacity trying to modernize their public administration using digital tools.
This study investigates how multi-dimensional e-government service quality shapes citizen loyalty through perceived value, trust, and satisfaction. Drawing on service quality and relationship marketing theories, it specifies four dimensions of e-government service quality-interactivity, sufficiency, privacy, and citizen service-and models their direct and indirect effects on perceived value, trust, satisfaction, and loyalty among users of Vietnamese e-government portals. Using survey data and a validated measurement model, the findings confirm that the four quality dimensions contribute unequally to overall e-government service quality and that service quality exerts significant positive effects on perceived value. Perceived value, in turn, strengthens citizen trust and satisfaction, ultimately fostering loyalty toward e-government services. The study advances e-government literature by empirically validating a multi-dimensional quality-driven value-trust-satisfaction-loyalty chain that may be used to design citizen-centered digital public services that build sustainable engagement and loyalty.
Despite several studies on digital governance and capability development, little research has been conducted in the Saudi context to examine structural relationships among critical factors, particularly in terms of entrepreneurial participation by persons with disabilities (PwDs). This study aims to identify the critical success factors that influence the entrepreneurial participation of PwDs and examine interrelationships among factors. This study used the Total Interpretive Structural Modelling (TISM) approach to achieve the research objectives and examined a case study in Saudi Arabia to validate the developed framework. The findings highlight that digital government infrastructure, financial support, access to digital resources, entrepreneurial capability development, training, and skill development are the critical factors that impact entrepreneurial participation of PwDs. The findings also highlight that digital government infrastructure serves as the main driving force in the developed framework.
This study aims to propose several recommendations for adopting blockchain to government procurement and for solving corruption. The results of the study can be summarized as: readiness of blockchain technology can prevent corruption and the level of readiness of blockchain adoption for government procurement and for solving corruption is low. The study proposes developing a blockchain system and a smart contract system in the selection of committees to enhance transparency via online grading both in the selection procedure and procurement projects, to undergo online e-government procurement training, and to develop an online grading system for the committees.
The surge of urban operation data provides a new opportunity for prior identification and accurate intervention of contradictions and disputes. Based on the data of 12,345 work orders, police receiving, and judicial mediation in a sub-provincial city in recent three years, this paper constructs a closed-loop model of "perception-prediction-intervention-feedback": it opens up semantic mapping and synchronization of cross-departmental heterogeneous data, integrates multi-scale spatio-temporal characteristics, and embeds LightGBM-Text cellular neural network (CNN) dual-channel model to realize minute-level prediction, differentiate intervention according to risk level, and optimize the closed-loop through visual dashboard. The six-month A/B test shows that the dispute response time is shortened by 36.9%, the incident resolve rate is increased by 22.6%, and the satisfaction of the masses is increased by 18.1%. Under the premise of clear responsibilities, the model realizes efficient multi-sectoral linkage and adaptive governance and provides a replicable paradigm for social governance in megacities.
Electronic government is critical for fostering innovation and entrepreneurship in rapidly evolving digital economies. Although prior research highlights the role of digital public services, the literature remains fragmented, offering limited insight into how digital government initiatives systematically enhance innovation performance. This study develops a strategic, multi-level framework of critical success factors influencing digital government capacity and performance, examining Saudi Arabia's Vision 2030 digital transformation using total interpretive structural modeling. Seven factors are identified: innovation capacity and performance, digital infrastructure, strategic partnerships, digital technology adoption, government digitalization efforts, entrepreneurial competence, and digital dynamic capabilities. Government digital transformation is the primary driver, while partnerships, infrastructure, institutional digitalization, and capacity building exert systemic effects.
This study uses “Metaverse Seoul” as a case and focuses on Seoul residents. It explores the key factors influencing user immersion in South Korea’s metaverse-based government service platforms. The study is based on immersion theory and expectation-confirmation theory. It constructs a theoretical model of “virtual-physical interaction” to show the feedback loop between virtual participation, emotional response, and real-world policy. The findings show that social presence has the greatest impact on user immersion in South Korea’s metaverse government services. This is followed by perceived procedural justice, civic task gamification, and AI-driven civic interaction. Structural equation modeling analysis also shows that civic task gamification, accessibility and inclusivity, and virtual-physical policy linkage influence user immersion indirectly through expectation confirmation.
This study examines how public expectations and emotional perception affect user satisfaction with Seoul Talk, a government chatbots launched by the Seoul Government as part of its digital public service strategy. Based on survey data from residents of Seoul who have interacted with the chatbots, the study employs grouped and quantile regression analyses to investigate differences across various social groups. The results show that higher public expectations lead to greater satisfaction, particularly when users perceive positive emotional responses from the chatbots. However, the influence of emotional perception varies among different occupational and gender groups, with some users showing less positive or even negative reactions. Furthermore, the positive effect of expectations and emotional perception on satisfaction is most evident among users with lower initial satisfaction levels. The findings suggest that tailoring chatbots interactions to better reflect citizens’ expectations and emotional needs can enhance public satisfaction and trust in digital government services.
This study examines how government structural assurances (GSA) can enhance the effectiveness and acceptance of metaverse e-government services (METAEGS) among citizens. It extends innovation diffusion theory (IDT) by integrating GSA to investigate intentions to adopt METAEGS in China. Structural equation modeling was applied to 457 valid responses. The results show that attitudes toward METAEGS are positively influenced by key IDT constructs, including relative advantage, compatibility, lower complexity, trialability, and observability. Positive attitudes, in turn, significantly influence intentions to adopt these services. GSA positively moderates the relationship between attitude and intention to adopt METAEGS. GSA also significantly moderates the effects of relative advantage, observability, and compatibility on attitudes toward METAEGS. However, GSA does not moderate the effects of lower complexity and trialability on attitudes toward METAEGS. The academic and practical implications of these findings are discussed.
This study examine the roles of internal and collective political efficacy across different forms of political participation, with a focus on how generative AI, used as a digital engagement tool by governments, influences citizens' political interest, knowledge, efficacy, and participation. The findings reveal that internal political efficacy significantly promotes political participation, especially non-institutionalized participation, while collective political efficacy plays a more limited role. The government's use of generative AI improves access to policy information and political participation opportunities. However, its impact on political efficacy depends on whether online engagement leads to real policy responsiveness. Policy responsiveness plays a key role in enhancing efficacy and sustained participation. This study shows that political efficacy is influenced by both individual cognition and external factors, highlighting the need for digital government strategies to combine innovation with effective policy feedback to better engage citizens.
This study examines how government structural assurances (GSA) can enhance the effectivenes and acceptance of metaverse e-government services (METAEGS) among citizens. It extends innovation diffusion theory (IDT) by integrating GSA to investigate intentions to adopt METAEGS in China. Structural equation modeling was applied to 457 valid responses. The results show that attitudes toward METAEGS are positively influenced by key IDT constructs, including relative advantage, compatibility, lower complexity, trialability, and observability. Positive attitudes, in turn, significantly influence intentions to adopt these services. GSA positively moderates the relationship between attitude and intention to adopt METAEGS. GSA also significantly moderates the effects of relative advantage, observability, and compatibility on attitudes toward METAEGS. However, GSA does not moderate the effects of lower complexity and trialability on attitudes toward METAEGS. The academic and practical implications of these findings are discussed.
As digital government mental health services expand, understanding how they foster sustained user engagement is increasingly important. This study investigates the effects of key service features—perceived intelligent adaptability, data security trust, perceived empowerment for self-help, and crisis-time instant reliance—on college students’ digital attachment behavior, using data from the “Zheli Xinqing” public mental health platform. Emotional sense of belonging and emotional self-regulation efficacy are tested as mediators. Based on a survey of 298 college students in Hangzhou, hierarchical regression and bootstrap analyses reveal that all four service features significantly predict digital attachment behavior. Emotional sense of belonging mediates several of these relationships, while emotional self-regulation efficacy does not. These findings highlight the central role of emotional belonging in enhancing attachment to digital government mental health services, offering insights for more effective public platform design.
