UDTR Global Rights of Nature Radar

Does digital innovation satisfy citizens through service quality? Mediation evidence from civil registry and notary services in Timor-Leste, with global, regional and national implications

Identification

Public canonical key

radar:r-bf3d1e7bfcc4e4cf8822503827d15b27

Authors

Edio Mariano Piedade Soares

Reported year

2026

Reported language

en

Source type

preprint

First detected

2026-11-14T02:15:07.163200+00:00

Last metadata observation

2026-11-14T02:15:07.163200+00:00

Last HTTP verification

Not checked

Institutions reported by the source

Hasanuddin University

Reported affiliation countries

ID

Documentary abstract — original language

Abstract Purpose. Digital government reforms are frequently assumed to directly enhance citizen satisfaction; however, empirical evidence from small, low-income, and post-conflict administrations remains scarce. This study investigates whether the perceived effectiveness of digital innovation is associated with citizen satisfaction through perceived service quality, and whether perceived socio-political intervention conditions this pathway. Design/methodology/approach. A cross-sectional survey was conducted among 96 citizens utilizing digital civil registry and notary services provided by the Directorate-General of Registry and Notary Services (DGSRN) in Dili, Timor-Leste. Four key constructs were measured using five-point Likert scales. Hypotheses were tested using ordinary least squares (OLS) path models, 10,000-sample bootstrap confidence intervals, HC3 heteroscedasticity-consistent standard errors, moderation analysis, and extensive sensitivity analyses. Findings. The measurement instruments demonstrated good reliability (α = .81–.87) and discriminant validity was supported (HTMT ≤ .70). Perceived digital-innovation effectiveness was positively related to satisfaction (total effect = 0.52, p < .001), and about 37% of this association operated indirectly through service quality (indirect effect = 0.19, 95% CI [0.05, 0.42]). With perceived socio-political intervention added as a covariate, the indirect effect was smaller (0.08, 95% CI [− 0.01, 0.25]) but excluded zero in three of four sensitivity specifications. Socio-political intervention did not moderate the pathway (p = .54). Originality/value. The study offers a quantitative test of a mediated digital-innovation–satisfaction pathway in an early-digitizing post-conflict state and interprets it against global, Southeast Asian and national policy benchmarks. The results suggest that digital tools raise satisfaction mainly when they improve the quality of the service encounter, which implies that digital-government strategies should monitor citizen-perceived service quality alongside supply-side indicators.

Identifiers

OPENALEX

https://openalex.org/W7223026872

DOI

10.21203/rs.3.rs-11419313/v1

Documentary context

Documentary family

preprint

Source-reported types

preprint

Entity mentions are not evidence of legal recognition. Jurisdiction studied is separate from author affiliation country.

Sources

OpenAlex · Record 1

• Document · https://doi.org/10.21203/rs.3.rs-11419313/v1

Documentary status

Relevance pending

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