Impact of e-government on citizen engagement: the role of government reputation and digital divide

Abstract

Purpose Citizen engagement (CE) in public policy is increasingly considered an important feature of governance worldwide. This study explores the impact of e-government usage (EGU) on citizens’ engagement. Additionally, it investigates the mediating effect of government reputation (GR) and the moderating role of the digital divide (DD) in the relationship between EGU and CE. Design/methodology/approach Data were collected from 938 respondents in Vietnam using a random sampling method. The partial least squares – structural equation modeling (PLS-SEM) method was applied to test the hypotheses. Findings The results show that e-government and GR are critical determinants of CE. Furthermore, GR mediates the relationship between e-government and CE. The findings also highlight how DD moderates this nexus. Practical implications The study provides valuable evidence and implications for public officials, emphasizing the importance of improving GR and administrative capacity to enhance CE. Additionally, governments should implement policies to reduce the DD. Originality/value By investigating the mediating and moderating effects of GR and DD, this study significantly contributes to advancing knowledge in e-government research.