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Nov 25, 2024
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Abstract
This study investigates the effects of social media and e-governance on public service delivery and citizen engagement in the Philippines. It is based on the idea that digital technology can enhance the efficiency, transparency, and trustworthiness of government, thus using the Unified Theory of Acceptance and Use of Technology (UTAUT2) to identify key factors driving adoption among citizens and government bodies. E-governance decreases the costs, errors, and delay in service delivery among Laguna residents, according to data from a survey. Public participation is enhanced by social media with more satisfaction and trust than other traditional media. Together, these tools improve the responsiveness of public policy and effectiveness to the public. Challenges such as infrastructural limitation, digital resistance, and privacy concerns have however been facing full adoption. Policymakers should remove the above barriers to ensure a totally realized benefit of digital governance for a more transparent, efficient, and participatory government.
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
Asadon, M. F. A., Brucal, A. P., Claveria, P. S. L., Lacson, J. T. N., Malang, B. P., & Malang, J. D. (2024). Enhancing Public Service Delivery and Citizen Participation: The Synergistic Effects of E- Governance and Social Media. International Journal of Multidisciplinary: Applied Business and Education Research, 5(11), 4740-4758. https://doi.org/10.11594/ijmaber.05.11.35
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Bonsón, E., Torres, L., Royo, S., & Flores, F. (2012). Local e-government 2.0: Social media and corporate transparency in municipalities. Government information quarterly, 29(2), 123-132.
Boulianne, S. (2015). Social media use and par-ticipation: A meta-analysis of current re-search. Information, communication & society, 18(5), 524-538.
Braun, V., & Clarke, V. (2019). Reflecting on reflexive thematic analysis. Qualitative research in sport, exercise and health, 11(4), 589-597.
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Şahin, D. (2024). E-Governance and Social Me-dia in Terms of Governance Processes. Kamu Yönetimi ve Politikaları Dergisi, 5(2), 229-248.
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Sharma, S. K. (2004). Assessing e-government implementations. Electronic government, an International Journal, 1(2), 198-212.
Tullah, S. (2014). Role of social media in citi-zen participation in transparent govern-ance (Doctoral dissertation, University of Narobi).
Venkatesh, V., Thong, J. Y., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the association for In-formation Systems, 17(5), 328-376.
Warren, A. M., Sulaiman, A., & Jaafar, N. I. (2014). Social media effects on fostering online civic engagement and building cit-izen trust and trust in institutions. Gov-ernment information quarterly, 31(2), 291-301.
West, D. M. (2004). E‐government and the transformation of service delivery and citizen attitudes. Public administration review, 64(1), 15-27.
Wirtz, B. W., & Daiser, P. (2018). A meta-analysis of empirical e-government re-search and its future research implica-tions. International Review of Adminis-trative Sciences, 84(1), 144-163.
Zhang, W., Johnson, T. J., Seltzer, T., & Bichard, S. L. (2010). The revolution will be net-worked: The influence of social network-ing sites on political attitudes and behav-ior. Social Science Computer Review, 28(1), 75-92.
evidence from 15 West African countries. In-formation Technology for Development, 29(2-3), 256-275.
Andersen, T. B. (2009). E-Government as an anti-corruption strategy. Information Economics and policy, 21(3), 201-210.
Bannister, F., & Connolly, R. (2014). ICT, public values and transformative government: A framework and programme for research. Government information quarterly, 31(1), 119-128.
Bertot, J. C., Jaeger, P. T., & Grimes, J. M. (2010). Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies. Government infor-mation quarterly, 27(3), 264-271.
Bertot, J. C., Jaeger, P. T., & Hansen, D. (2012). The impact of polices on government so-cial media usage: Issues, challenges, and recommendations. Government infor-mation quarterly, 29(1), 30-40.
Bonsón, E., Torres, L., Royo, S., & Flores, F. (2012). Local e-government 2.0: Social media and corporate transparency in municipalities. Government information quarterly, 29(2), 123-132.
Boulianne, S. (2015). Social media use and par-ticipation: A meta-analysis of current re-search. Information, communication & society, 18(5), 524-538.
Braun, V., & Clarke, V. (2019). Reflecting on reflexive thematic analysis. Qualitative research in sport, exercise and health, 11(4), 589-597.
Bwalya, K. J., Du Plessis, T., & Rensleigh, C. (2014). E-government implementation in Zambia– prospects. Transforming Gov-ernment: People, Process and Policy, 8(1), 101-130.
Carlo Bertot, J., Jaeger, P. T., & Grimes, J. M. (2012). Promoting transparency and ac-countability through ICTs, social media, and collaborative e‐government. Trans-forming government: people, process and policy, 6(1), 78-91.
Chun, S., Shulman, S., Sandoval, R., & Hovy, E. (2010). Government 2.0: Making connec-tions between citizens, data and govern-ment. Information Polity, 15(1-2), 1-9.
Criado, J. I., Sandoval-Almazan, R., & Gil-Garcia, J. R. (2013). Government innova-tion through social media. Government information quarterly, 30(4), 319-326.
Dunleavy, P., Margetts, H., Bastow, S., & Tin-kler, J. (2006). New public management is dead—long live digital-era governance. Journal of public administration research and theory, 16(3), 467-494.
Effing, R., Van Hillegersberg, J., & Huibers, T. (2011). Social media and political partici-pation: are
Facebook, Twitter and YouTube democratiz-ing our political systems?. In Electronic Participation: Third IFIP WG 8.5 Interna-tional Conference, ePart 2011, Delft, The Netherlands, August 29–September 1, 2011. Proceedings 3 (pp. 25-35). Springer Berlin HeidelbergIslam, M. N., Hossain, M. A., Islam, M. K., & Aziz, M. T. B. E-Governance Challenges and Opportunities for Improving Public Service Delivery and Citizen Engagement. European Pro-ceedings of Social and Behavioural Sci-ences.
Gil, O., Cortés-Cediel, M. E., & Cantador, I. (2019). Citizen participation and the rise of digital media platforms in smart gov-ernance and smart cities. International Journal of E-Planning Research (IJEPR), 8(1), 19-34.
Guillamón, M. D., Ríos, A. M., Gesuele, B., & Metallo, C. (2016). Factors influencing so-cial media use in local governments: The case of Italy and Spain. Government In-formation Quarterly, 33(3), 460-471.
Islam, M. N., Hossain, M. A., Islam, M. K., & Az-iz, M. T. B. E-Governance Challenges and Opportunities for Improving Public Ser-vice Delivery and Citizen Engagement. European Proceedings of Social and Be-havioural Sciences.
Linders, D. (2012). From e-government to we-government: Defining a typology for citi-zen co production in the age of so-cial media. Government information quarterly, 29(4), 446-454.
Ly, B., & Ly, R. (2023). Emerging trends in so-cial media for E-governance and citizen engagement: A case study of telegram in Cambodia. Computers in Human Behavior Reports, 12, 100347.
Majmundar, A., Chou, C. P., Cruz, T. B., & Un-ger, J. B. (2019). Relationship between social media engagement and e-cigarette policy support. Addictive behaviors re-ports, 9, 100155.
Marikyan, M., & Papagiannidis, P. (2021). Uni-fied theory of acceptance and use of technology. TheoryHub book.
Mergel, I. (2013). Social media adoption and resulting tactics in the US federal gov-ernment. Government information quar-terly, 30(2), 123-130.
Mergel, I. (2016). Social media institutionaliza-tion in the US federal government. Gov-ernment information quarterly, 33(1), 142-148.
Mergel, I. (2012). Social media in the public sector: A guide to participation, collabo-ration and transparency in the networked world. John Wiley & Sons.
Millard, J. (2013, October). ICT-enabled public sector innovation: Trends and prospects. In Proceedings of the 7th International Conference on Theory and Practice of Electronic Governance (pp. 77-86).
Nam, T. (2012). Suggesting frameworks of citi-zen-sourcing via Government 2.0. Gov-ernment Information Quarterly, 29(1), 12-20.
Prakash, A. (2016). E-governance and public service delivery at the grassroots: a study of ICT use in health and nutrition pro-grams in India. Information Technology for Development, 22(2), 306-319.
Roy, J. (2017). Digital government and service delivery: An examination of performance and prospects. Canadian Public Admin-istration, 60(4), 538-561.
Salam, M. A. (2013). E-governance for good governance through public service deliv-ery: an assessment of district e-service centres in Bangladesh (Doctoral disserta-tion, BRAC University).
Saleh, S., Nakshabandi, O. A., Zeebaree, M., Ismael, G. Y., & Aqel, M. (2021). Organi-zational barriers which are facing elec-tronic government implementation: The electronic government implementation framework. Studies of Applied Econom-ics, 39(7).
Şahin, D. (2024). E-Governance and Social Me-dia in Terms of Governance Processes. Kamu Yönetimi ve Politikaları Dergisi, 5(2), 229-248.
Shirazi, F., & Hajli, N. (2021). IT-enabled sus-tainable innovation and the global digital divides. Sustainability, 13(17), 9711.
Sharma, S. K. (2004). Assessing e-government implementations. Electronic government, an International Journal, 1(2), 198-212.
Tullah, S. (2014). Role of social media in citi-zen participation in transparent govern-ance (Doctoral dissertation, University of Narobi).
Venkatesh, V., Thong, J. Y., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the association for In-formation Systems, 17(5), 328-376.
Warren, A. M., Sulaiman, A., & Jaafar, N. I. (2014). Social media effects on fostering online civic engagement and building cit-izen trust and trust in institutions. Gov-ernment information quarterly, 31(2), 291-301.
West, D. M. (2004). E‐government and the transformation of service delivery and citizen attitudes. Public administration review, 64(1), 15-27.
Wirtz, B. W., & Daiser, P. (2018). A meta-analysis of empirical e-government re-search and its future research implica-tions. International Review of Adminis-trative Sciences, 84(1), 144-163.
Zhang, W., Johnson, T. J., Seltzer, T., & Bichard, S. L. (2010). The revolution will be net-worked: The influence of social network-ing sites on political attitudes and behav-ior. Social Science Computer Review, 28(1), 75-92.