Impact of government digital transformation on citizen trust and participation: evidence from Gowa Regency, Indonesia

There are frequent calls to enhance citizens' trust in government to pave the way towards a new paradigm of participatory governance and strong citizen support for government. In various realms, citizens may directly or indirectly engage with the government through various available mediums, even though, despite the availability of various policies and services provided by the government, citizens are generally passive and adamant in trusting the public sector. While many studies have explored a set of determinants that influence citizens' trust in government (i.e., central government, local government, parliament, and the legal system), few studies have ascertained the relationship and the role of social trust, happiness, governance, and political systems. These are critical factors that may influence trust in government. To address this gap, this study draws on the theoretical lens of social capital theory, proposing that cognitive social trust and citizen happiness—environment and performance—are the most likely predictors of citizen trust in government. This study assumes that citizens' perceptions of governance and political systems will moderate the effect of social trust and happiness on trust in government. Using data from the Asia Barometer Survey 2007, and focusing on data collected from the Philippines, this study tests a latent model employing the structural equation modelling technique. It finds that happiness negatively predicts trust in the central government and the legal system, while all other predictors do not have a significant effect. The findings also show that the political system moderates the impact of social trust and happiness on trust in government. Finally, this article points out its theoretical, empirical, and practical implications and provides directions for future research.

Though citizen trust in government is very important for the legitimacy of the government, there is evidence to show that citizen trust in government is decreasing, not only in the United States of America but also all over the world. Scholars argue that citizen participation and collaborative processes involving citizen stakeholders in government decision-making could lead to increasing citizen trust in government. However, the argument that citizen participation in governance and citizen-government collaboration can lead to increased trust in governance from a conceptual or macro level perspective is difficult to visualize or establish empirically. We suggest that this collaboration and participation has to be at the experiential micro or local government level rather than at the conceptual macro level. Citizen participation in general has to translate into collaborative relationships between specific micro-level citizen organizations and city or local public agencies. We also propose that citizen participation mechanisms like collaborations and cooperative arrangements as well as the processes of collaboration are critical to establish the participation-trust causal relationship. We then present our Learning and Design Forum model as a process that facilitates a sustainable agreement between neighborhood councils and city agencies model for developing mutual trust and collaboration.

To provide baseline findings regarding Australians' trust in federal, state and local government. A computer-assisted telephone interviewing (CATI) survey was administrated during October to December 2009 to a random sample (n=1109) across Australia (response rate 41.2%). Binary logistic regression analyses were carried out by means of SPSS. Age, household size, household income, IRSD and ARIA were found to be significant indicators for trust in federal, state and local government. Trust in state government is lower for older respondents and respondents living in inner and outer regional areas. Trust in local council is lower in respondents living in inner regional areas, respondents living in disadvantaged areas, and respondents in the income bracket of $60001 to $100000. Trust in federal government is lower for older respondents and respondents living in disadvantaged areas. Of note is diminished trust in government among older, regional and lower income ($30001-$60000) respondents. Trust in all levels of government was found to be the lowest in population groups that are identified by empirical research and media to have the poorest access to government services. As a consequence, improved access to services for these populations may increase trust in health policy. Increased trust in health governance may in turn, ensure effective dissemination and implementation of health policies and that existing inequities are not perpetuated through distrust of health information and policy initiatives.

ЦИФРОВА ПАРАДИГМА ЯК ОСНОВА ВИЗНАЧЕНЬ: ЦИФРОВИЙ БІЗНЕС, ЦИФРОВЕ ПІДПРИЄМСТВО, ЦИФРОВА ТРАНСФОРМАЦІЯ

Since participatory budgeting (PB) has been advocated by both theorists and practitioners of public administration, its adoption has become a global phenomenon. As of 2017, all local governments in South Korea are legally mandated to operate a PB system as a policy for inviting citizen participation in local budget decision‐making. Using an impact assessment tool completed by PB managers in local governments, this research tested two sets of independent variables—citizens' participatory capacity and the diversification of communication in the PB process—that could be associated with the dependent variables “citizens' trust in government (CTG)” and “government officials' trust in citizens (GTC).” The paper presents the three major findings on the common drivers behind CTG and GTC: (1) citizen participants' knowledge on budget and budgeting process; (2) local government's efforts in gathering citizens' inputs for PB; and (3) the mutual efforts to understand the needs and limitations of both citizens and the local government. The paper concludes by exploring the implications for the design and delivery of effective PB implementation.

Aim/Purpose: This study investigates the drivers of user satisfaction in e-government services and its influence on continued use intention and citizen trust in government. It employs the integration of the Technology Acceptance Model (TAM) and the Information System Success Model (ISSM). Background: Electronic government, transforming citizen-state interactions, has gained momentum worldwide, including in India, where the aim is to leverage technology to improve citizen services, streamline administration, and engage the public. While prior research has explored factors influencing citizen satisfaction with e-government services globally, this area of study has been relatively unexplored in India, particularly in the post-COVID era. Challenges to widespread e-government adoption in India include a large and diverse population, limited digital infrastructure in rural areas, low digital literacy, and weak data protection regulations. Additionally, global declines in citizen trust, attributed to economic concerns, corruption, and information disclosures, further complicate the scenario. This study seeks to investigate the influence of various factors on user satisfaction and continuance usage of e-government services in India. It also aims to understand how these services contribute to building citizens’ trust in government. Methodology: The data were collected by utilizing survey items on drivers of e-government services, user satisfaction, citizen trust, and continuance use intention derived from existing literature on information systems and e-government. Responses from 501 Indian participants, collected using an online questionnaire, were analyzed using PLS-SEM. Contribution: This study makes a dual contribution to the e-government domain. First, it introduces a comprehensive research model that examines factors influencing users’ satisfaction and continuance intention with e-government services. The proposed model integrates the TAM and ISSM. Combining these models allows for a comprehensive examination of e-government satisfaction and continued intention. By analyzing the impact of user satisfaction on continuance intention and citizen trust through an integrated model, researchers and practitioners gain insights into the complex dynamics involved. Second, the study uncovers the effects of residential status on user satisfaction, trust, and continuance intention regarding e-government services. Findings reveal disparities in the influence of system and service quality on user satisfaction across different user segments. Researchers and policymakers should consider these insights when designing e-government services to ensure user satisfaction, continuance intention, and the building of citizen trust. Findings: The findings indicate that the quality of information, service, system, and perceived usefulness play important roles in user satisfaction with e-government services. All hypothesized paths were significant, except for perceived ease of use. Furthermore, the study highlights that user satisfaction significantly impacts citizen trust and continuance use intention. Recommendations for Practitioners: The findings suggest that government authorities should focus on delivering accurate, comprehensive, and timely information in a secure, glitch-free, and user-friendly digital environment. Implementing an interactive and accessible interface, ensuring compatibility across devices, and implementing swift query resolution mechanisms collectively contribute to improving users’ satisfaction. Conducting awareness and training initiatives, providing 24×7 access to online tutorials, helpdesks, technical support, clear FAQs, and integrating AI-driven customer service support can further ensure a seamless user experience. Government institutions should leverage social influence, community engagement, and social media campaigns to enhance user trust. Promotional campaigns, incentive programs, endorsements, and user testimonials should be used to improve users’ satisfaction and continuance intention. Recommendation for Researchers: An integrated model combining TAM and ISSM offers a robust approach for thoroughly analyzing the diverse factors influencing user satisfaction and continuance intention in the evolving digitalization landscape of e-government services. This expansion, aligning with ISSM’s perspective, enhances the literature by demonstrating how user satisfaction impacts continuance usage intention and citizen trust in e-government services in India and other emerging economies. Impact on Society: Examining the factors influencing user satisfaction and continuance intention in e-government services and their subsequent impact on citizen trust carries significant societal implications. The findings can contribute to the establishment of transparent and accountable governance practices, fostering a stronger connection between governments and their citizens. Future Research: There are several promising avenues to explore to enhance future research. Expanding the scope by incorporating a larger sample size could enable a more thorough analysis. Alternatively, delving into the performance of specific e-government services would offer greater precision, considering that this study treats e-government services generically. Additionally, incorporating in-depth interviews and longitudinal studies would yield a more comprehensive understanding of the dynamic evolution of digitalization.

This study aims to quantitatively examine the factors affecting the realization of smart government in Iran with an emphasis on the dimensions of digital governance. The research employed a descriptive-correlational survey design and targeted experts and managers in the field of information technology and digital transformation in Iran’s public sector. A structured questionnaire was used to collect data from a sample of 384 participants selected via purposive sampling. The instrument measured constructs such as IT infrastructure, digital governance, organizational agility, digital policymaking, and citizen participation. Data analysis was conducted using SPSS and AMOS software. Structural Equation Modeling (SEM) was employed to test hypothesized relationships and evaluate the measurement and structural models. Inferential statistical analysis using SEM confirmed that all hypothesized relationships were statistically significant at p < 0.001. IT infrastructure (β = 0.804, t = 9.653), comprehensive service delivery (β = 0.308, t = 7.118), choice provision (β = 0.760, t = 9.35), security (β = 0.809, t = 9.39), goal alignment (β = 0.654, t = 12.34), smart services (β = 0.756, t = 7.118), and other factors such as digital governance, digital roadmaps, and smart interaction showed significant positive effects on the realization of smart government. Digital policymaking and digital governance emerged as the strongest predictors. The model’s goodness-of-fit index (GOF = 0.56) indicated a strong overall model fit. The coefficient of determination (R²) for the final structural model was 0.72, demonstrating high explanatory power. The realization of smart government in Iran is significantly influenced by a combination of digital infrastructure, governance mechanisms, policymaking strategies, organizational agility, and civic engagement. Among these, strategic digital policymaking and robust digital governance play pivotal roles. These findings underscore the need for integrated digital strategies and institutional capacity building to support the digital transformation of public administration in Iran.

Digital transformation in government services represents a strategic shift that leverages digital technologies to enhance efficiency, accessibility, convenience, and user-centricity. In the wake of the COVID-19 pandemic, many governments accelerated the digitisation of services to support remote access and social distancing. Governments typically progress from digitisation (converting physical processes into digital formats) to digitalisation (automating service delivery and improving process efficiency), and ultimately to full digital transformation, where services are completed instantly and entirely online. However, varying levels of maturity across countries influence service outcomes differently, and indicators related to service quality, convenience, and security remain underexamined, particularly in developing contexts. This study addresses these gaps by examining Kuwait’s progress along the digitalisation–digital transformation continuum. It investigates current trends and user preferences in the use of digital government services based on empirical quantitative data collected from users in Kuwait. Specifically, the research objectives are fourfold: (i) to identify crucial outcome metrics for the success of digital government services, (ii) to assess user evaluations of these services according to these metrics, (iii) to examine significant differences between digital transformation and digitalisation services, and (iv) to develop and empirically test a model for evaluating digital transformation success. Drawing on established Information Systems’ (ISs’) success perspectives, a customised conceptual model incorporating six outcome metrics in three domains—service-related (user satisfaction, service quality), convenience-related (accessibility, ease of use), and security-related (perceived security, perceived trust)—was developed. A survey of 378 users of digital government services in Kuwait was conducted to compare perceptions across service types using independent-samples t-tests and linear regression analyses. The study found that users primarily accessed government services through smartphones and dedicated applications, highlighting the importance of mobile optimisation, and showed a clear preference for real-time, fully automated services over those requiring extended approval processes. The results indicate that digital transformation services significantly outperform digitalisation services across five outcome metrics—satisfaction, service quality, accessibility, ease of use, and perceived security—while trust remains consistent across both. These findings underscore the importance of advancing comprehensive digital transformation to enhance public service delivery. Practical recommendations are provided to support Kuwait’s digital government strategy. Given the purposive sampling and cross-sectional, comparative design, the findings should be interpreted with caution, and future studies are encouraged to apply probability-based sampling and more advanced multivariate techniques (e.g., structural equation modelling) to validate and extend the proposed model.

Based on the Asia Barometer Survey of 2003, 2004, and 2006, government performance, citizen empowerment, and citizen satisfaction with self‐expression values are associated with public trust in government in Japan and South Korea. This study finds, first, that government performance on the economy, controlling political corruption, the quality of public services, crime, and attention to citizen input are significantly associated with broad public trust in government in both Japan and South Korea. Likewise, citizens’ satisfaction with their right to gather and demonstrate and to criticize the government is closely connected to trust in central and local governments in Japan. In South Korea, citizens’ satisfaction with their right to gather and demonstrate is intimately linked to trust in local government. Implications for government leadership to enhance performance, transparency, citizen participation, and public trust in government are analyzed and elaborated upon in this insightful study.

Numerous people pay attention to large sporting events such as the Olympics and the football World Cup and derive a sense of national pride. As such, a large number of governments tend to support a national team for worldwide mega sporting events. The outcome of mega sporting events might affect citizens’ trust in government because this is a sort of government performance and solidifies national identity. However, few research studies have empirically estimated the impact of mega sporting events’ results on citizens’ trust in government. For this reason, this article is aimed at investigating how the 2014 World Cup affected Brazilian citizens’ trust in government. In particular, the article assesses how the disastrous defeat of Brazil by Germany affected Brazilian citizens’ trust in government. The results show that the outcome of the World Cup 2014 reduced Brazilian trust in government.

This research aims to fill and expand the gap of existing research on how technology can improve customer satisfaction and provide a competitive advantage for Bali as a tourism destination with digital transformation. One of the technological innovations that the research focuses on is digital tourism services. Digital tourism services are very important to expand relationships, interactions, and customer satisfaction. This research was conducted using purposive sampling technique as a qualitative method. The main informant of this research is the development of applications used to implement digital service transformation. This application is used by the Denpasar Office of Communication, Information and Statistics, as well as related local governments. Data were collected through participatory observation and thorough interviews. The results showed that the implementation of digital transformation in Bali's tourism services significantly improved the efficiency and effectiveness of services due to the use of digital technology and related innovations. Digital service applications, such as Denpasar Prama Sewaka, allow the public to access tourism information and file complaints online, which accelerates problem solving and increases public satisfaction. However, digital transformation also faces obstacles, especially the lack of literacy or public education on the use of digital technology. Therefore, intensive efforts are needed to improve digital literacy in Balinese society. To overcome these obstacles, timely evaluation and updating are also important. Bali's tourism sector can stay relevant and improve services to tourists by conducting evaluations and updates in accordance with technological developments and market needs. This will fulfill the Sustainable Development Goals (SDGs) in achieving sustainable tourism. Keywords : tourism; digital transformation; digital services; customer satisfaction; Bali

This study examines the impact of e-government services, citizen participation, and transparency on public trust in government. The objective is to explore how digitalization in public services, along with enhanced citizen engagement and increased transparency, can influence the level of trust citizens place in their governmental institutions. Using a qualitative research approach, this study draws on existing literature and case studies to analyze these interrelated factors. Data collection involved a comprehensive review of scholarly articles, government reports, and case studies that provide insights into how e-government initiatives, participatory mechanisms, and transparency measures have been implemented and their subsequent effects on public trust. The analysis reveals that e-government services significantly contribute to the efficiency and accessibility of public services, thereby fostering trust among citizens. Additionally, active citizen participation in decision-making processes and transparent governance practices enhance the perceived accountability and integrity of the government, which further boosts public confidence. The findings suggest that a holistic approach combining e-government, citizen engagement, and transparency is crucial for building and maintaining trust in government institutions. This research provides a nuanced understanding of the dynamics between digital governance, civic involvement, and trust, and underscores the need for policymakers to integrate these elements into their governance strategies to improve public trust.

ABSTRACTAlthough a growing body of literature has touted e-participation as a means of facilitating greater citizen participation in policy decision-making processes, little is known about the driving forces behind citizens’ use of e-participation. Based on a literature review of social capital and citizen participation, this study develops and tests a model proposing that three dimensions of social capital and three dimensions of citizen participation management should be positively associated with e-participation in agenda setting. Using data from a Korean e-participation survey conducted in 2009, we found that citizens tend to be more active e-participants when they have greater trust in government and are weakly tied to offline social groups. We also found that citizen participants’ perception of government responsiveness to their input can facilitate their e-participation. The study findings imply that local governments should pay more attention to the function of public trust in local government and provide quality feedback in response to citizen input. They should also be sensitive to how the social factors of e-participants can facilitate involvement in agenda setting.

The continuing erosion of citizen trust and confidence in government has been attributed to a number of factors. This chapter examines the potential role of digital transformation of government in reversing this decline. Based on a systematic literature review, key factors that influence citizen trust and confidence in government as an institution are identified, including citizen satisfaction and expectations, government transparency and accountability, transformation of government, and government performance. The review of the literature also reveals a lack of knowledge and understanding of how transformation of government can influence the growing decline in citizen engagement with government. To address this gap, a conceptual model capturing the key constructs is proposed to support a better understanding of strategies for rebuilding trust and confidence in government administrations through transformation of government.

The continuing erosion of citizen trust and confidence in government has been attributed to a number of factors. This chapter examines the potential role of digital transformation of government in reversing this decline. Based on a systematic literature review, key factors that influence citizen trust and confidence in government as an institution are identified, including citizen satisfaction and expectations, government transparency and accountability, transformation of government, and government performance. The review of the literature also reveals a lack of knowledge and understanding of how transformation of government can influence the growing decline in citizen engagement with government. To address this gap, a conceptual model capturing the key constructs is proposed to support a better understanding of strategies for rebuilding trust and confidence in government administrations through transformation of government.