E-Governance Adoption and Public Service Delivery Satisfaction among Residents in South-East Nigeria

Abstract

This study examined e-governance adoption and public service delivery satisfaction among residents in South-East Nigeria. The study was motivated by increasing concerns regarding the effectiveness of digital governance reforms and the extent to which electronically delivered public services satisfy citizens within the region. The study conceptualized e-governance adoption through digital accessibility, system transparency, service responsiveness, and operational efficiency, while public service delivery satisfaction was measured using perceived convenience, trust in government services, satisfaction with complaint resolution, and perceived timeliness of service delivery.