A citizen-centric framework for inclusive, resilient and sustainable smart cities: Insights for developing urban futures

Purpose Smart city initiatives are transforming urban governance and citizen well-being, yet many overlook socio-cultural diversity and digital literacy, limiting participation and trust. This study aims to develop a citizen-centric framework, integrating psychological empowerment theory (PET) and stakeholder theory, to examine how engagement dimensions shape public trust and perceived smart city effectiveness, highlighting the need for inclusive, participatory governance. Design/methodology/approach This quantitative study proposes a theoretical framework integrating empowerment and stakeholder-driven governance to examine how citizen engagement influences trust and perceived effectiveness in smart cities, using Malaysia as a case study. Grounded in PET and stakeholder theory, the framework emphasizes equitable technology access, participatory governance and calls for empirical validation through quantitative methods such as partial least squares structural equation modeling. Findings The study proposes that empowerment-based citizen engagement enhances public trust, which subsequently strengthens perceived smart city effectiveness, with four dimensions – meaning, competence, self-determination and impact – identified as key drivers. It underscores the importance of integrating community-driven governance, transparency and participation to align technological innovations with local socio-cultural and digital literacy needs for long-term sustainability and adoption. Research limitations/implications While this study presents a theoretical framework focused on Malaysia, its findings require empirical validation across diverse socio-economic and cultural contexts to enhance generalizability. Future research should use large-scale and comparative surveys, integrate qualitative insights from policymakers and community leaders and use longitudinal data to assess the long-term impact of citizen engagement on trust and sustainability. Practical implications This study offers strategic guidance for policymakers, urban planners and technology developers to design equitable, trust-based smart city initiatives through people-centered governance and participatory decision-making. The proposed framework supports inclusive digital literacy programs, transparent governance mechanisms and culturally adaptive technologies to ensure that digital transformation benefits all citizens, including marginalized groups. Originality/value This study contributes to the global smart city discourse by proposing a replicable model for developing nations that integrates PET and stakeholder theory to link technological innovation with community-driven governance. Emphasizing citizen empowerment, trust and participatory governance, the framework offers a scalable strategy for designing inclusive, resilient and equitable smart cities that prioritize citizen well-being.