Investigating the impact of citizen relationship quality and the moderating effects of citizen involvement on E-government adoption

Abstract

In the digital era, e-government services have become essential tools for fostering open innovation and enhancing societal welfare. This study extends SocioCitizenry theory, a novel framework that redefines e-government adoption by positioning citizens as active co-creators. Unlike traditional models, this theory emphasizes citizens' roles in interpreting e-government cues, thereby influencing relationship quality and shaping future behaviors across both adoption and post-adoption stages. Specifically, our analysis of 595 valid responses reveals that strong relational bonds (financial, social, and structural) and high relationship quality (trust and satisfaction) significantly enhance e-government adoption and promote proactive citizenship behaviors, such as advocacy and information sharing. Moreover, the study uncovers the varying effects of citizen involvement with online government services, offering fresh insights into the dynamics of citizen engagement. Consequently, the SocioCitizenry theory provides a transformative, citizen-centric approach that can redefine e-government services by emphasizing the importance of relationship quality and citizen engagement. Ultimately, this framework opens new avenues for developing inclusive e-government services that align with public needs globally, ensuring enhanced accountability and responsiveness of public institutions.

Keywords

• E-government adoption
• SocioCitizenry
• Citizen relationship quality
• Citizenship behavior
• Relational bonds