Impact of e-government on citizen engagement: the role of government reputation and digital divide

Purpose Citizen engagement (CE) in public policy is increasingly considered to be an important feature of governance worldwide. The aim of this study is to explore the impact of e-government usage (EGU) on citizens’ engagement. In addition, the study investigates the mediating effect of government reputation (GR) and the moderating role of digital divide (DD) in EGU and citizens' engagement relationship. Design/methodology/approach Data were collected from 938 respondents in Vietnam with a random method. This study used the partial least squares – structural equation modeling method to examine hypotheses. Findings The results show that e-government and GR are critical determinants of CE. Furthermore, GR plays a mediating role in the relationship between e-government and CE. The results also show how DD moderates this nexus. Practical implications The findings of this study provide valuable evidence and implications. Public officials must improve the GR and administrative capacity as the determination for the CE. Moreover, the government should continually carry out policies to reduce the DD. Originality/value By investigating the mediating and moderating effects of GR and DD, this study has significantly contributed to advancing the body knowledge of e-government.