E-Governance, E-Participation, and their Effect on Citizen Satisfaction with Government Services in Kenya

Kenya’s digital transformation has shifted public service delivery from analog bureaucracy to platforms such as eCitizen and Huduma. While these innovations expand access, their effects on civic engagement and citizen satisfaction, especially among marginalized groups, remain uneven. Using nationally representative Afrobarometer Round 10 data and a cross-sectional design, this study quantitatively examines how digital access, socio-demographic factors, and institutional trust shape e-participation and satisfaction with government services. Findings reveal persistent barriers, including digital literacy gaps, affordability challenges, and limited awareness of participatory tools, which disproportionately affect low-income and rural populations. These constraints undermine the democratizing potential of e-governance. Anchored in participatory governance theory and digital inclusion frameworks, the study demonstrates that inclusive platform design, mobile-based civic education, and equity-centered reforms are essential to strengthening citizen satisfaction and democratic engagement in Kenya.

E-governance, E-participation, Citizen Satisfaction

1. Afullo, T. J. O. (2019). Digital infrastructure and e-governance in sub-Saharan Africa: Challenges and prospects. African Journal of Information Systems, 11(2), 45–62. [Google Scholar] [Crossref]

2. Allaste, A.-A., & Waechter, N. (2025). Digital citizenship and digital literacy: Key themes in current debates and empirical contributions. Journal of Applied Youth Studies, 8, 163–171. https://doi.org/10.1007/s43151-025-00182-1 [Google Scholar] [Crossref]

3. Asmawanti, D., Afiah, N. N., Ritchi, H., & Suharman, H. (2025). Literature review of government digital services based on public value theory and citizen perspectives. Cogent Business & Management, 12(1), Article 2518494. https://doi.org/10.1080/23311975.2025.2518494 [Google Scholar] [Crossref]

4. Asmawanti, D., et al. (2025). Trust and legitimacy in civil society organizations: A comparative study. Journal of Civil Society Studies, 19(2), 211–229. [Google Scholar] [Crossref]

5. 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 Information Quarterly, 27(3), 264–271. https://doi.org/10.1016/j.giq.2010.03.001 [Google Scholar] [Crossref]

6. Brezzi, M., & González, S. (2025). Government analytics using citizen surveys: Lessons from the OECD Trust Survey. In The Government Analytics Handbook: Leveraging Data to Strengthen Public Administration (Chapter 28). World Bank. https://openknowledge.worldbank.org/bitstreams/116057de-c6f9-4da1-9e32-cc6b842bd772/download [Google Scholar] [Crossref]

7. Bwalya, K. J., & Mutula, S. M. (2014). E-government: Implementation, adoption and synthesis in developing countries. De Gruyter. [Google Scholar] [Crossref]

8. Christensen, T., & Lægreid, P. (2005). Trust in government: The relative importance of service satisfaction, political factors, and demography. Public Performance & Management Review, 28(4), 487–511. [Google Scholar] [Crossref]

9. Cleofas, J. V. (2025). Kabataang Pinoy online: Digital citizenship and global civic engagement among Filipino youth. Journal of Applied Youth Studies, 8(1), 45–62. https://doi.org/10.1007/s43151-025-00165-2 [Google Scholar] [Crossref]

10. De Coninck, D., Waechter, N., & d’Haenens, L. (2025). Unraveling the engagement paradox: High civic engagement among vulnerable European youth in the digital age. Journal of Applied Youth Studies, 8(2), 249–267. https://doi.org/10.1007/s43151-024-00129-y [Google Scholar] [Crossref]

11. Diakite, M., & Wandaogo, A. (2024). Citizen satisfaction and trust in West African e-governance systems. International Journal of Public Sector Performance, 6(3), 101–118. [Google Scholar] [Crossref]

12. DiMaggio, P., & Hargittai, E. (2001). From the ‘digital divide’ to ‘digital inequality’: Studying Internet use as penetration increases. Princeton Center for Arts and Cultural Policy Studies Working Paper Series. [Google Scholar] [Crossref]

13. Djatmiko, G. H., Muriuki, G., & Ndlovu, T. (2025). Digital literacy and age-sensitive design in African e-government platforms. Journal of Digital Inclusion and Governance, 8(1), 22–39. [Google Scholar] [Crossref]

14. Djatmiko, G. H., Sinaga, O., & Pawirosumarto, S. (2025). Digital transformation and social inclusion in public services: A qualitative analysis of e-government adoption for marginalized communities in sustainable governance. Sustainability, 17(7), 2908. https://doi.org/10.3390/su17072908 [Google Scholar] [Crossref]

15. Djatmiko, H., Muriuki, G., & Ndlovu, T. (2025). Digital literacy and age-sensitive design in African e-government platforms. Journal of Digital Inclusion and Governance, 8(1), 22–39. [Google Scholar] [Crossref]

16. Estevez, E., & Janowski, T. (2013). Electronic governance for sustainable development—Conceptual framework and state of research. Government Information Quarterly, 30(Suppl. 1), S94–S109. https://doi.org/10.1016/j.giq.2012.11.001 [Google Scholar] [Crossref]

17. Eubanks, V. (2018). Automating inequality: How high-tech tools profile, police, and punish the poor. St. Martin’s Press. [Google Scholar] [Crossref]

18. Ferro, E., Helbig, N., Gil-García, J. R., & Luna-Reyes, L. F. (2011). The role of IT in the transformation of the public sector: A multi-level, multi-theory framework. Government Information Quarterly, 28(2), 89–97. https://doi.org/10.1016/j.giq.2010.05.002 [Google Scholar] [Crossref]

19. Gil-García, J. R., Helbig, N., & Ojo, A. (2014). Being smart: Emerging technologies and innovation in the public sector. Government Information Quarterly, 31(S1), S1–S8. https://doi.org/10.1016/j.giq.2014.09.001 [Google Scholar] [Crossref]

20. Government of Kenya. (2021). National ICT Policy: Towards a digitally empowered Kenya. Ministry of ICT, Innovation and Youth Affairs. [Google Scholar] [Crossref]

21. Graham, M., Sabbata, S., & Zook, M. (2015). Towards a study of information geographies: (Im)mutable augmentations and a mapping of the geographies of information. Geo: Geography and Environment, 2(1), 88–105. [Google Scholar] [Crossref]

22. Hassan, A. M. (2019). Effect of e-government on service delivery in the public service of Kenya [Doctoral dissertation, Jomo Kenyatta University of Agriculture and Technology]. JKUAT Institutional Repository. https://ir.jkuat.ac.ke/handle/123456789/5117 [Google Scholar] [Crossref]

23. Heeks, R. (2006). Implementing and managing e-government: An international text. SAGE Publications. [Google Scholar] [Crossref]

24. Helsper, E. J. (2012). A corresponding fields model for the links between social and digital exclusion. Communication Theory, 22(4), 403–426. [Google Scholar] [Crossref]

25. Hutchinson, J., & Ahmad, S. (2024). Algorithmic bias and digital exclusion in refugee e-service access. Technology and Society, 19(2), 77–94. [Google Scholar] [Crossref]

26. Hutchinson, K., & Ahmad, N. (2024). Mixed-methods approaches to participatory governance in low-trust environments. Journal of Development Policy and Practice, 9(1), 33–52. [Google Scholar] [Crossref]

27. ITU. (2022). Bridging the digital divide: Connecting the unconnected. International Telecommunication Union. https://www.itu.int [Google Scholar] [Crossref]

28. Macintosh, A. (2004). Characterizing e-participation in policy-making. In Proceedings of the 37th Annual Hawaii International Conference on System Sciences (pp. 10–pp). IEEE. https://doi.org/10.1109/HICSS.2004.1265300 [Google Scholar] [Crossref]

29. Maina, L. W., & Otieno, G. O. (2024). Leveraging technology for government service delivery: Suggestions for securing the eCitizen services in Kenya. East African Journal of Information Technology, 7(1), 81–91. https://doi.org/10.37284/eajit.7.1.1757 [Google Scholar] [Crossref]

30. Meru, A. K., & Kinoti, M. W. (2022). Digitalisation and public sector service delivery in Kenya. In Digital service delivery in Africa: Platforms and practices (pp. 229–248). Springer International Publishing. [Google Scholar] [Crossref]

31. MIT GOV/LAB & Busara. (2024). Building trust in government in a digital world: Insights from Kenya. MIT GOV/LAB. https://mitgovlab.org/news/building-trust-in-government-in-a-digital-world/ [Google Scholar] [Crossref]

32. MIT GOV/LAB & Busara. (2024). Building trust in government in a digital world. https://mitgovlab.org/news/building-trust-in-government-in-a-digital-world/ [Google Scholar] [Crossref]

33. MIT GOV/LAB. (2024). Participatory governance in practice: Mixed-methods insights from Africa. https://mitgovlab.org [Google Scholar] [Crossref]

34. Morgeson, F. V., VanAmburg, D., & Mithas, S. (2011). Misplaced trust? Exploring the structure of the e-government–citizen trust relationship. Journal of Public Administration Research and Theory, 21(2), 257–283. https://doi.org/10.1093/jopart/muq006 [Google Scholar] [Crossref]

35. Norris, P. (2001). Digital divide: Civic engagement, information poverty, and the Internet worldwide. Cambridge University Press. [Google Scholar] [Crossref]

36. OECD. (2020). Digital government strategies for transforming public services in the welfare sectors. https://doi.org/10.1787/4c8a0f8a-en [Google Scholar] [Crossref]

37. OECD. (2021). Digital inclusion for all: Empowering people through technology and skills. https://www.oecd.org [Google Scholar] [Crossref]

38. OECD. (2025). Government at a Glance 2025: Trust, accessibility, responsiveness, and quality of justice services. https://www.oecd.org/en/publications/government-at-a-glance-2025_0efd0bcd-en/full-report/trust-accessibility-responsiveness-and-quality-of-justice-services_d04411e8.html [Google Scholar] [Crossref]

39. Omweri, F. S. (2024). A systematic literature review of e-government implementation in developing countries: Examining urban-rural disparities, institutional capacity, and socio-cultural factors in the context of local governance and progress towards SDG 16.6. International Journal of Research and Innovation in Social Science, 8(8), 1173–1199. [Google Scholar] [Crossref]

40. Omweri, F. S. (2024). Youth-led policy advocacy in Africa: A qualitative analysis of Generation Z’s mobilization efforts against fiscal legislation in Kenya and its implications for democratic governance in the continent. International Journal of Innovative Scientific Research, 2(3), 1–22. https://ijisr.net/ijisr/article/view/8 [Google Scholar] [Crossref]

41. Ondego, B., & Moturi, C. (2016). Evaluation of the implementation of the e-Citizen in Kenya. International Journal of Applied Information Systems, 10(4), 13–21. https://doi.org/10.5120/ijais2016451486 [Google Scholar] [Crossref]

42. Open Government Partnership. (2023). Kenya’s Open Government Partnership National Action Plan V (2023–2027). Government of Kenya. https://www.opengovpartnership.org/documents/kenya-action-plan-2023-2027-december/ [Google Scholar] [Crossref]

43. Pérez-Escolar, M., & Canet, F. (2023). Research on vulnerable people and digital inclusion: Toward a consolidated taxonomical framework. Universal Access in the Information Society, 22(3), 1059–1072. https://doi.org/10.1007/s10209-022-00867-x [Google Scholar] [Crossref]

44. Pollicy. (2025b). Rethinking digitisation: A toolkit for inclusive digital governance in Kenya. https://pollicy.org/resource/rethinking-digitisation/ [Google Scholar] [Crossref]

45. Pollicy. (2025a). Digital democracy in Africa: Platform design and exclusion. https://pollicy.org [Google Scholar] [Crossref]

46. Preecha, J. (2025). Cybersecurity and public trust in digital governance: Focusing on citizen trust. Proceedings of the International Conference on Social Science and Humanity, 2(2), 26–37. https://doi.org/10.61796/icossh.v2i2.27 [Google Scholar] [Crossref]

47. Preecha, N. (2025). Public trust and service reliability in Kenya’s Huduma Centres. Transparency International Kenya Report. https://tikenya.org [Google Scholar] [Crossref]

48. Pyarali, M. (2021). Digital media literacy and youth civic reasoning in Kenya: Baseline report. The Youth Café. https://theyouthcafe.com [Google Scholar] [Crossref]

49. Raihan, M. M. H., Chen, Y., & Moyo, T. (2025). Dimensions and barriers for digital (in)equity and digital divide: A systematic integrative review. Digital Transformation and Society. https://doi.org/10.1007/s44204-024-00025-3 [Google Scholar] [Crossref]

50. Robinson, L., Cotten, S. R., Ono, H., Quan-Haase, A., Mesch, G., Chen, W., Schulz, J., Hale, T. M., & Stern, M. J. (2015). Digital inequalities and why they matter. Information, Communication & Society, 18(5), 569–582. https://doi.org/10.1080/1369118X.2015.1012532 [Google Scholar] [Crossref]

51. Sala, A., Arrue, M., Pérez, J. E., & Espín-Tello, S. M. (2021). Automated adaptations for improving the accessibility of public e-services based on annotations. In C. Ardito et al. (Eds.), Human-Computer Interaction – INTERACT 2021 (pp. 373–382). Springer. https://doi.org/10.1007/978-3-030-85610-6_22 [Google Scholar] [Crossref]

52. Scholl, H. J., & Scholl, M. C. (2014). Smart governance: Using information technologies to support citizen engagement and public service delivery. Information Polity, 19(1–2), 37–50. [Google Scholar] [Crossref]

53. Schröder, T., & Neumayr, M. (2023). Conceptions of digital competence in transformation—The perspective of democracy-related (civic) education. In N.-E. Zimmermann (Ed.), Inclusive Citizenship (pp. 349–365). Springer. https://doi.org/10.1007/978-3-658-45757-0_23 [Google Scholar] [Crossref]

54. Selwyn, N. (2004). Reconsidering political and popular understandings of the digital divide. New Media & Society, 6(3), 341–362. [Google Scholar] [Crossref]

55. Skariah, J., Joseph, J., Jose, J. J., Antony, M., Joseph, N., & Joseph, S. G. (2024). Barriers to e-governance adoption in rural and marginalized communities: Challenges and strategies for digital inclusion. International Research Journal on Advanced Engineering and Management, 2(12), 3809–3817. https://doi.org/10.47392/IRJAEM.2024.0566 [Google Scholar] [Crossref]

56. Tambouris, E., Macintosh, A., & de Bruijn, H. (2012). E-participation: From engagement to influence. European Journal of ePractice, 17, 1–11. [Google Scholar] [Crossref]

57. UNESCO. (2021). A global framework for digital inclusion. https://unesdoc.unesco.org [Google Scholar] [Crossref]

58. United Nations Development Programme (UNDP). (2021). Digital inclusion and governance in Africa: Policy pathways for equitable transformation. UNDP Regional Bureau for Africa. [Google Scholar] [Crossref]

59. United Nations. (2022). E-Government Survey 2022: The future of digital government. United Nations Department of Economic and Social Affairs. https://publicadministration.un.org/egovkb/en-us/Reports/UN-E-Government-Survey-2022 [Google Scholar] [Crossref]

60. Ustera, A., Vigoda-Gadot, E., & Cohen, N. (2025). Local civic engagement in turbulent times: Trust in governance, managerial quality, ethnicity, and education during polycrises. Public Performance & Management Review, 48(1), 97–123. https://doi.org/10.1080/15309576.2025.2510977 [Google Scholar] [Crossref]

61. Van Dijk, J. A. G. M. (2006). The network society: Social aspects of new media. Sage. [Google Scholar] [Crossref]

62. Warschauer, M. (2003). Technology and social inclusion: Rethinking the digital divide. MIT Press. [Google Scholar] [Crossref]

63. Wirtz, B. W., & Daiser, P. (2018). A meta-analysis of e-government research: Trends, structures, and gaps. International Review of Administrative Sciences, 84(1), 71–90. https://doi.org/10.1177/0020852317699308 [Google Scholar] [Crossref]

64. Wirtz, B. W., & Kurtz, O. T. (2017). Determinants of citizen satisfaction with e-government: An empirical analysis. Public Management Review, 19(5), 710–733. https://doi.org/10.1080/14719037.2016.1209239 [Google Scholar] [Crossref]

65. World Bank. (2021). Digital taxation systems in Kenya. https://www.worldbank.org [Google Scholar] [Crossref]

66. World Bank. (2021). Kenya digital economy assessment: Catalyzing inclusive growth through technology. World Bank Group. https://www.worldbank.org [Google Scholar] [Crossref]

67. World Bank. (2023). Digital financial inclusion in Africa: Gender and age disparities. https://www.worldbank.org/en/topic/financialinclusion/publication/digital-financial-inclusion-in-africa [Google Scholar] [Crossref]

68. Wyber, R., Vaillancourt, S., Perry, W., Mannava, P., Folaranmi, T., & Celi, L. A. (2015). Big data in global health: Improving health in low- and middle-income countries. Bulletin of the World Health Organization, 93(3), 203–208. [Google Scholar] [Crossref]

69. Xia, S. (2025). Digital government construction and civic policy participation: Evidence from China. Policy Sciences, 58(2), 345–367. https://doi.org/10.1007/s11077-025-09576-7 [Google Scholar] [Crossref]

70. Yüksel-Arslan, P., Muriithi, M., & Tanaka, Y. (2025). Inclusive digital transformation: Lessons from disability-inclusive e-government initiatives. Journal of Inclusive Technology Policy, 9(1), 12–29. [Google Scholar] [Crossref]

71. Zheng, Y., & Walsham, G. (2021). Inclusive innovation for sustainable development: Theory and practice. Information Technology for Development, 27(1), 1–20. https://doi.org/10.1080/02681102.2020.1837731 [Google Scholar] [Crossref]

• Regional Development Planning Strategy Through the Integration of Strengthening Village-Owned Enterprises and the Transparency Utilisation of Village Funds
• Corporate Governance, Corruption and Financial Performance of Listed Fast Moving Consumer Goods (FMCG) Companies in Nigeria.
• The Impacts of Digital Governance in Strengthening Tax Compliance and Enhanced Revenue Mobilisation in Sierra Leone
• Gender Impact of Values Education and Good Governance on National Development: A Study of Bangladesh
• Knowledge, Attitudes and Practices towards Infrastructural Developments along the Riparian Ecosystem of the Nairobi River Basin, Kenya