Digital Governance, Public Trust, and Citizens’ Participation in Public Service Delivery in Imo State, Nigeria: A Public Value Perspective
TL;DR
It is concluded that strengthening digital governance enhances public trust, promotes active citizen participation, and significantly improves public service delivery in Imo State.
Abstract
This study examined the influence of digital governance on public trust and citizens' participation in public service delivery in Imo State, Nigeria, from a Public Value Perspective. The study was motivated by the increasing adoption of digital technologies in public administration and the need to determine their effectiveness in enhancing institutional trust, citizen engagement, and service delivery. The study was anchored on Public Value Theory and the Technology Acceptance Model. A descriptive cross-sectional survey design and a quantitative research approach were adopted. The target population comprised users of digital government services in Imo State. Using Cochran's (1977) formula, a minimum sample size of 384 was determined; however, 420 questionnaires were administered to improve reliability, 396 were retrieved, and 384 valid responses were analysed. Data were analysed using descriptive statistics, Pearson Product Moment Correlation, and simple and multiple regression analyses with SPSS Version 29 at a 5% significance level. The findings revealed that digital governance had a significant positive effect on public trust (β = 0.684, t = 18.345, p < 0.001) and citizens' participation (β = 0.651, t = 16.782, p < 0.001). Public trust (β = 0.703, t = 19.324, p < 0.001) and citizens' participation (β = 0.676, t = 17.944, p < 0.001) also significantly improved public service delivery. Furthermore, digital governance, public trust, and citizens' participation jointly explained 67.4% of the variation in public service delivery (R² = 0.674; F = 261.734; p < 0.001), with digital governance emerging as the strongest predictor (β = 0.341). The study concludes that strengthening digital governance enhances public trust, promotes active citizen participation, and significantly improves public service delivery in Imo State. It recommends sustained investment in digital infrastructure, institutional transparency, cybersecurity, digital literacy, and citizen-centred governance to improve public sector performance.