Citizens’ E-participation through E-government services: a systematic literature review

Abstract

Given the multidimensional nature of e-participation, current studies in this field are fragmented, under-theorized, and dispersed. Understanding the primary issues under investigation is challenging, particularly for early career researchers. Despite citizens’ widespread use of e-government services, government agencies still face several challenges, particularly in providing feedback on the quality and effectiveness of these services. The existing challenges related to e-government services and citizens’ e-participation provide avenues for important research opportunities. Accordingly, the purpose of this systematic review is to (i) determine the problems and obstacles faced by citizens’ e-participation as end users of e-government services, (ii) determine the multidisciplinary elements that contribute to the success of e-participation in e-government services, and (iii) propose future research avenues. Following PRISMA 2020 guidelines, this systematic review is conducted by combining two methods: Kitchenham & Charters and Webster & Watson, focusing on studies from the period between 2010 and 2022. The findings show that while existing research models are helpful, their primary focus is on technical and political factors. Hence, a focus on psychological and social aspects is necessary, which could assist in providing a sound understanding of users’ experiences of using the different e-participation tools set by governments. This review provides a comprehensive synthesis of global e-participation challenges and success factors and presents a theoretical basis for future research endeavours.