Emerging trends in social media for E-governance and citizen engagement: A case study of telegram in Cambodia

Abstract

This study employs a quantitative research approach to explore the impact of perceived ease of use and perceived usefulness on citizen engagement in Cambodian public governance using the Telegram platform. The study further investigates the mediating role of public value creation in this relationship. Utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM), the study validates six hypotheses by surveying 290 Cambodian Telegram users engaged in public governance activities. The findings reveal that perceived ease of use and usefulness significantly and positively influence citizen engagement. Moreover, public value creation serves as a mediating factor in these relationships. The study offers empirical evidence supporting the Technology Acceptance Model (TAM) within the unique context of e-governance in a developing nation. The results provide crucial insights for policymakers and public administrators in Cambodia, emphasizing the need to prioritize user-friendly and valuable digital platforms for effective citizen engagement. Limitations and directions for future research are also discussed.

Keywords

• Citizen engagement
• Perceived ease of use
• Perceived usefulness
• Public value creation
• Technology acceptance model (TAM)
• E-Governance