Digital public service quality and results-oriented governance in Peru

Introduction Democratic governance in Latin America has faced a sustained crisis of institutional legitimacy, and public services have often been perceived as daily sources of frustration rather than clear expressions of the state’s responsiveness. Digital public services have become a primary interface between citizens and the state, shaping perceptions of effectiveness, transparency, and responsiveness. This study examined the relationship between the perceived quality of digital public services and results-oriented governance, and identified the mechanisms that connect service quality with perceptions of governance. Methods A cross-sectional correlational design was applied using data from a face-to-face survey conducted in Arequipa. The instrument measured the perceived quality of digital public services and results-oriented governance through institutional legitimacy, perceived effectiveness, and state responsiveness. The structural equation model estimated direct and mediated relationships, and a comparative assessment identified barriers reported by users and non-users of digital government services. Results Higher perceived quality of digital public services was associated with a stronger perception of results-oriented governance. Institutional legitimacy, perceived effectiveness, and state responsiveness functioned as the main mediating pathways linking service quality to perceptions of governance. Users reported operational constraints related to platform performance, stability, and service continuity, while non-users reported access constraints related to connectivity conditions, limited digital resources, and restricted opportunities to interact with digital channels. Discussion The results confirmed that improving the quality of digital public services reinforced legitimacy, effectiveness, and responsiveness, aligning perceptions of governance with outcome-oriented expectations. Reliable platforms, efficient service delivery, inclusive access measures, and sustained multichannel options reinforced citizen-oriented responsiveness and institutional legitimacy.