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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

Clé publique

radar:r-bf3d1e7bfcc4e4cf8822503827d15b27

Auteurs

Edio Mariano Piedade Soares

Année déclarée

2026

Langue déclarée

en

Type source

preprint

Première détection

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

Dernière observation des métadonnées

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

Dernière vérification HTTP

Non effectuée

Institutions déclarées par la source

Hasanuddin University

Pays d’affiliation déclarés

ID

Résumé documentaire — langue originale

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.

Identifiants

OPENALEX

https://openalex.org/W7223026872

DOI

10.21203/rs.3.rs-11419313/v1

Repères documentaires

Famille documentaire

preprint

Types déclarés par les sources

preprint

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Sources

OpenAlex · Document 1

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

Statut documentaire

Pertinence à examiner

Bibliothèque

Cette identité n’est pas encore intégrée à la Bibliothèque juridique.