E-Government Initiatives and Citizen Engagement: A Systematic Review of Theoretical Perspectives and Empirical Evidence in the Context of Public Services

Abstract

E-government projects have become an important aspect of modernizing the public sector because they make it easier for people to get services, be open, and become involved.  In Saudi Arabia, the Ministry of Interior is very important for putting in place digital platforms that affect how involved and happy citizens are.  This literature review integrates recent academic research (2019–2024) regarding the impact of e-government platform usability, digital accessibility, online service quality, public awareness and education, and customer support and feedback mechanisms on citizen engagement and satisfaction, with perceived service quality serving as a mediating variable.  This analysis synthesizes findings from recent peer-reviewed studies in technology adoption, service quality, and public administration literature to discern patterns, identify gaps, and highlight new trends.  The literature analysis indicates that augmenting user-centric design, guaranteeing fair access, promoting digital literacy, and instituting effective feedback mechanisms are crucial for elevating perceived service quality, hence raising engagement and satisfaction.  The paper finishes by emphasizing theoretical implications for e-government research and offering practical advice for policymakers in Saudi Arabia, while also delineating potential routes for future research, including longitudinal and comparative cross-national studies.