| Abstract: | The proposed study investigates the strained citizen-level evidence of the relationship between digital service quality and the governance outcomes in municipal governments in the developing countries. Considering the example of the Surat Municipal Corporation, digitalization can be considered as system usability and technical reliability with information openness and its impacts are evaluated on good governance-accountability, participation, efficiency and effectiveness and rule of law-and on citizen satisfaction. The research uses factor analysis and mediation and moderation test by using survey data of 232 customers utilizing online municipal services. The findings indicate that good governance (β = 0.337, p < .001) and citizen satisfaction (β = 0.235, p < .001) are most likely predicted with the digital service quality. When a mediator (good governance) is added, the direct impact on the level of satisfaction no longer remains significant (p =.164), whereas the impact of the mediator (B = 0.631, 95% CI 0.422, 0.853) is significant, thus the complete mediation. There is no significant moderation in digital skills or digital access to these relationships. The results indicate that digital reforms enhance citizen satisfaction by enhancing the better performance of governance but rather independently. |
