Digital exclusion and citizen engagement with e-government services in China

Purpose This study explores how digital exclusion impacts citizen engagement with e-government services in China, particularly among non-local (migrant) populations. Through surveys and interviews, this study will explore migrants' experiences of digital exclusion and its effects on empowerment and service satisfaction. It will also provide empirical insights into whether e-government enhances social belonging or deepens exclusion in China. Design/methodology/approach A mixed-methods approach combined quantitative surveys (N = 450) with qualitative interviews (N = 60). The study integrates the technology acceptance model (TAM), digital divide theory and empowerment theory to examine the hypotheses. Findings Results indicate that the digital divide reinforces social inequality, with older, less-educated and migrant users experiencing greater difficulty accessing digital public services. Perceived ease of use and usefulness significantly influence satisfaction and intention to use e-government services. Government responsiveness and expectation confirmation are critical in fostering psychological, social and political empowerment, particularly for migrants who rely more on digital platforms but do not have access. Originality/value This study contributes to the e-government studies within the public administration discipline by integrating digital empowerment theory with the technology acceptance model into a novel conceptual proposal that is empirically tested by focusing on the lived experiences of the migrants in China. It offers practical recommendations for inclusive digital governance design to ensure equitable access and engagement across diverse user groups.