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This research assesses how digital governance initiatives influence public perceptions of institutional integrity within the post-conflict setting of Mogadishu, Somalia. Using data collected from 487 survey respondents via an online questionnaire, the study analyses relationships between electronic service efficiency, transparency, citizen satisfaction, and perceived institutional integrity. The analysis reveals that while the perceived efficiency of electronic public services positively relates to government transparency and citizen satisfaction, it does not directly drive perceptions of institutional integrity on its own. Instead, transparency and citizen satisfaction act as crucial mediators that connect service efficiency to perceived integrity. Factors such as levels of internet usage and knowledge of electronic government did not significantly moderate these relationships. The outcomes highlight that technological upgrades in public administration must be accompanied by citizen-focused service delivery and transparent operations to effectively bolster public trust.
In fragile and post-conflict environments, rebuilding trust in public institutions is vital. This research demonstrates that simply digitising public services is insufficient to improve institutional trust. For digital governance to genuinely strengthen perceptions of integrity, public authorities must ensure that technological systems directly enhance operational transparency and address citizen satisfaction.
This applied research provides strategic insights for public-sector bodies, civic technology developers, and international development agencies designing digital public infrastructure in fragile states. While the study itself delivers empirical findings rather than a software product, it can directly inform requirements for government service platforms and accountability dashboards. The work represents an applied empirical evaluation that is directly relevant to public administration reform initiatives.
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Digital governance is increasingly viewed as an important public-sector reform strategy for improving transparency, service delivery, citizen satisfaction, and integrity-related perceptions. However, empirical evidence from post-conflict states remains limited, particularly in Somalia, where institutional fragility and uneven digital infrastructure continue to shape citizens’ experiences with public services. This study examined the relationships among perceived e-service efficiency, government activities transparency, citizen satisfaction, and perceived institutional integrity in Mogadishu, Somalia’s post-conflict digital governance context. It also assessed the mediating role of citizen satisfaction and the moderating roles of e-government knowledge and internet usage. A quantitative cross-sectional survey design was employed. Data were collected from 487 respondents in Mogadishu, Somalia, using an online Google Form questionnaire between 2 March 2026 and 1 May 2026. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to assess the measurement model, structural relationships, mediation effects, moderation effects, and model fit. Perceived e-service efficiency was positively associated with government activities transparency and citizen satisfaction, while government activities transparency and citizen satisfaction were positively associated with perceived institutional integrity. However, perceived e-service efficiency was not directly associated with perceived institutional integrity. Citizen satisfaction and government activities transparency showed significant mediating and serial mediating roles. The moderating effects of e-government knowledge and internet usage were not supported. The study contributes theoretically by integrating Institutional Theory and Expectation-Confirmation Theory, methodologically by applying PLS-SEM to a complex mediation–moderation model, and contextually by providing evidence from Mogadishu, Somalia. The findings suggest that digital governance reforms should prioritize transparency, citizen-centered service experiences, and institutional accountability alongside technological efficiency.
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DOI: 10.1007/s44282-026-00563-8
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