E-Governance and public service delivery in Pakistan: Enhancing efficiency, transparency, and citizen satisfaction
DOI:
https://doi.org/10.71085/rjhsa.04.03.120Keywords:
Citizen Satisfaction, Digital Governance, E-Governance, Efficiency, Public Service, Delivery, TransparencyAbstract
E-governance is one of the significant methods for modernization and enhancement of public administration and public service delivery. The present study has explored e-governance in increasing efficiency, transparency and satisfaction among citizens in Pakistan. The design of a quantitative cross-sectional survey was used and 300 citizens of Pakistan were selected for data collection with experience of using digital government services. The data has been collected by a structured questionnaire with the help of five point likert scale. The relationships between e-governance, public service efficiency, transparency and citizen satisfaction were analysed using descriptive statistics, Pearson correlation, reliability analysis and multiple regression. The results revealed that citizens' satisfaction had a mean score of 3.72 (SD = 0.73) public service efficiency 3.69 (SD = 0.76), transparency 3.64 (SD = 0.74), and e-governance 3.78 (SD = 0.71). The correlations of e-governance with public service efficiency, transparency and citizen satisfaction were all positive and significant (0.641, p < .001; 0.587, p < .001; 0.673, p < .001, respectively). The regression models accounted for 41.1%, 34.5% and 45.3% of the variance in efficiency, transparency, and citizen satisfaction, respectively. The study found that a good e-governance can facilitate more efficient, transparent and citizens-oriented public services. Further strengthening of digital infrastructure, Cyber Security, institutional coordination, digital literacy and designing platform for the users can enhance the performance of digital public services in Pakistan.
References
Abbasi, M. A., & Hyder, S. (2024). E-government services and citizens’ satisfaction: Evidence from Pakistan. International Journal of Social Science and Economic Research, 9(4), 1–15.
Asmawanti-S, D., Afifah, N., & Puspitawati, D. (2025). Digital government service quality and citizen satisfaction: A public value perspective. Journal of Public Administration and Governance.
G. C., S. B., Gurung, S. K., Rana, S. B. J. B., & Dhungana, B. R. (2024). E-Governance, citizen satisfaction and net benefits: The moderating effect of digital divide. Cogent Business & Management, 11(1), 2402512. https://doi.org/10.1080/23311975.2024.2402512
Haug, N., Dan, S., & Mergel, I. (2024). Digitally-induced change in the public sector: A systematic review and research agenda. Public Management Review, 26(7), 1963–1987. https://doi.org/10.1080/14719037.2022.2092663
Jopang, J., et al. (2024). E-government, transparency, and citizen trust in public institutions. Global Journal of Social Sciences and Humanities.
Latupeirissa, C. J. J., Yuliani, Y., Surya, A. B., & others. (2024). Digital government and citizen satisfaction: The role of digital service quality and the digital divide. Cogent Business & Management, 11(1), 2402512. https://doi.org/10.1080/23311975.2024.2402512
Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. (2024). Transforming public service delivery: A comprehensive review of digitization initiatives. Sustainability, 16(7), 2818. https://doi.org/10.3390/su16072818
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10.1016/j.im.2019.103197
Li, Y., et al. (2025). Government transparency and citizen satisfaction: A meta-analysis. Public Management Review. https://doi.org/10.1080/14719037.2025.2456658
Luna, D. E., Gil-Garcia, J. R., & Vivanco, L. F. (2024). Digital government and public value: Citizen perspectives on digital public services. Government Information Quarterly, 41(2).
Malodia, S., Dhir, A., Mishra, M., & Bhatti, Z. A. (2021). Future of e-government: An integrated conceptual framework. Technological Forecasting and Social Change, 173, 121102. https://doi.org/10.1016/j.techfore.2021.121102
Mensah, I., et al. (2024). Citizen satisfaction through the development of a sustainable mobile government service model: A blended approach through M-S-QUAL and EGAM theories. Journal of Global Information Management. https://doi.org/10.4018/JGIM.20240701.oa8
Mergel, I. (2024). Social affordances of agile governance. Public Administration Review, 84(5), 932–947.
https://doi.org/10.1111/puar.13787
Patil, K. P., & Bharathi, S. V. (2024). Citizen satisfaction through the development of a sustainable mobile government service model—A blended approach through M-S-QUAL and EGAM theories. Journal of Information & Knowledge Management, 23(3), 2450048. https://doi.org/10.1142/S0219649224500485
Ramadhan, M. F., & Pribadi, U. (2024). Digital literacy, digital public services, and citizen satisfaction in developing countries. International Journal of Social Sciences and Economic Review, 6(3), 1–12.
Ramadhan, M. F., & Pribadi, U. (2024). Digital literacy, digital public services, and citizen satisfaction in developing countries. International Journal of Social Sciences and Economic Review, 6(3), 1–12.
Sain, S., Das, S., et al. (2025). Digital transformation and public service delivery: Enhancing efficiency, transparency, and citizen participation. Journal of Management Research, 4(4). https://doi.org/10.56943/jmr.v4i4.868
Wirtz, B. W., & Langer, P. F. (2023). Public multichannel management—An integrated framework of online and offline government service delivery. International Journal of Public Administration, 46(4), 245–261. https://doi.org/10.1080/01900692.2022.2079501
Wirtz, B. W., Weyerer, J. C., & Rösch, M. (2023). Citizen and public administration perspectives on digital government. International Journal of Public Administration, 42(7), 563–579.
https://doi.org/10.1080/01900692.2022.2053975
World Bank. (2024). Pakistan digital economy enhancement project. World Bank.
Ye, X., Su, X., Yao, Z., Dong, L., Lin, Q., & Yu, S. (2023). How do citizens view digital government services? Study on digital government service quality based on citizen feedback. Mathematics, 11(14), 3122. https://doi.org/10.3390/math11143122
Zahid, H., & Din, B. H. (2019). Determinants of intention to adopt e-government services in Pakistan: An imperative for sustainable development. Resources, 8(3), 128. https://doi.org/10.3390/resources8030128
Zahid, H., Ali, S., Abu-Shanab, E., & Javed, H. (2022). Determinants of intention to use e-government services: An integrated marketing relation view. Telematics and Informatics, 68, 101778. https://doi.org/10.1016/j.tele.2022.101778.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Saba Farah, Muhammad Faizan Asghar (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
