Title: Impact of citizen participation through e-government platforms on satisfaction and trust

Authors: Hongjing Mo; Loo-See Beh

Addresses: Faculty of Business and Economics, Universiti Malaya, Kuala Lumpur, 50603, Malaysia ' School of Business and Technology, IMU University, Kuala Lumpur, 57000, Malaysia; Faculty of Business and Economics, Universiti Malaya, Kuala Lumpur, 50603, Malaysia

Abstract: This study investigates the impact of different citizen engagement models in e-government services on user satisfaction and trust, focusing on the co-production and managerial model. Utilising a comparative case study approach, data were collected through structured online surveys targeting user satisfaction, trust, and participation. Users of iShenzhen, which employs a co-production model, reported higher satisfaction and trust levels compared to users of Hangzhou City Brain, which follows a managerial model. The results suggest that co-production enhances satisfaction and trust in e-government services, with participation being a significant predictor of these outcomes. The study highlights the effectiveness of active citizen engagement in service design and implementation, suggesting it enhances public trust in government. Providing empirical evidence within the Chinese context, this research addresses a gap in understanding the impacts of engagement models on user perceptions, offering a comparative analysis that underscores the advantages of participatory approaches in public service delivery.

Keywords: co-production; e-government; citizen participation; user satisfaction; trust.

DOI: 10.1504/IJEG.2025.145738

International Journal of Electronic Governance, 2025 Vol.17 No.1, pp.86 - 105

Received: 20 Sep 2024
Accepted: 20 Jan 2025
Published online: 18 Apr 2025 *

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