Enhancing Citizen Engagement through Digital Governance: Perceived Service Value as Mediator and Digital Infrastructure as Moderator

Abstract

Digital governance is a critical strategy for public sector modernization, aimed at improving service delivery and fostering citizen engagement. However, the effectiveness of digital initiatives depends on citizens’ perceptions of service value and the quality of digital infrastructure. This study investigates the impact of digital governance on citizen engagement, with perceived service value as a mediator and digital infrastructure as a moderator. A survey of 300 respondents from the Hazara region of Pakistan was analyzed using Hayes’ PROCESS macro. . Results provide empirical evidence that digital governance enhances citizen engagement via perceived service value, with the effect strengthened by better digital infrastructure. Findings offer practical insights for policymakers to optimize digital services and infrastructure investments.