IMPACT OF E-GOVERNANCE ON CITIZEN ENGAGEMENT: MEDIATING ROLE OF CITIZEN SATISFACTION IN PUBLIC SECTOR INSTITUTIONS

Abstract

This study explores how e-governance service quality influences citizen engagement, focusing on the mediating Citizen Satisfaction. Drawing upon the Technology Acceptance Model, Expectation Confirmation Theory, and Public Value Theory, salaried employees of public sector universities in the Hazara region of Pakistan. A quantitative research design using simple random sampling was employed, and data were collected through structured questionnaires. Regression and mediation analyses revealed that e-governance service quality significantly enhances citizen engagement, Citizen Satisfaction with acting as partial mediator. The study emphasizes that improving digital service quality can foster stronger public trust, transparency, and participation. Policy implications suggest that prioritizing accessibility, responsiveness, and system reliability can strengthen Pakistan’s digital governance framework.