The Effectiveness of Collaborative E-Governance on Public Service Delivery and Trust in Malabon City

Porfirio Catolico, Jeremiah Palmiano (), Adolf Josef Yao, Solomon Oluyinka, Glen De Leon and Jefferson Cruz
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Porfirio Catolico: City of Malabon University
Jeremiah Palmiano: City of Malabon University
Adolf Josef Yao: City of Malabon University
Solomon Oluyinka: City of Malabon University
Glen De Leon: City of Malabon University
Jefferson Cruz: City of Malabon University

A chapter in Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience, 2026, pp 1759-1776 from Springer

Abstract: Abstract This research explores the multifaceted relationship between e-governance and public value, focusing on its impact on citizen trust and engagement. The study investigates the effectiveness of e-governance in Malabon City and its influence on public service delivery and public trust. It aims to transform public administration by giving people the right information at the right time, improving responsiveness, and promoting transparency and citizen participation. The researchers employ quantitative research utilizing a correlational research design. Data was gathered through a quantitative survey with three sections assessing e-governance, public service delivery, and public trust, using a hybrid sampling technique that combines snowball and random sampling. The data was analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM) to model the causal relationship between latent variables. The findings show that e-governance has a strong positive influence on the different aspects of public service delivery and trust. The results highlight e-governance’s significant explanatory power, particularly on policymaking, which variable or model had the highest squared multiple correlation value. These findings provide a helpful foundation for future studies aiming to maximize the effects of e-governance on public services and citizens’ trust.

Keywords: E-Governance; Public service value; Public trust; New public management (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-95-6415-6_109

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DOI: 10.1007/978-981-95-6415-6_109

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