Using social media for e-government services in Pakistan: The moderating role of digital information literacy

This study examines the role of trust and digital information literacy in influencing citizens’ intentions to adopt social media for e-government services. Grounded in the technology acceptance model (TAM), a research model was developed, focusing on social media-based e-government services. Hypotheses were formulated to assess the moderating role of DIL between trust in social media for e-government services and its antecedents (perceived usefulness, perceived ease of use, & information quality). Data were collected from 603 young Pakistani citizens who were familiar with e-government services and government social media platforms. Structural equation modeling was applied to test the hypotheses. Our findings reveal that trust in e-government services is a crucial factor influencing citizens’ intention to use social media for e-government services. Moreover, the results highlight that citizens’ perceptions about information quality, ease of use, and usefulness of social media platforms play a significant role in cultivating trust in e-government services and improving their usage intentions. The study also reported a positive moderating role of DIL between trust and its antecedents, indicating the need to develop citizens’ abilities to use social media for e-government services. The study contributes to understanding e-government adoption in Pakistan, providing practical recommendations for policymakers and government officials to enhance the design and delivery of e-government services through social media.