E-Government Service Quality: A Systematic Literature Review and Bibliometric Analysis
DOI:
https://doi.org/10.57125/FS.2026.03.20.09Keywords:
bibliometric analysis, citizen trust, digital inclusion, e-government, e-service quality. systematic review.Abstract
As e-government becomes an essential tool for enhancing the quality of public services, research in this field has developed rapidly. Still, it remains fragmented, lacking systematic synthesis and clarity regarding its foundational knowledge structures. This study conducts a bibliometric analysis combined with a systematic literature review to provide a comprehensive overview of existing research on e-government and public service quality, thereby identifying key research themes and suggesting future research directions in this domain. The study collected and analysed 84 peer-reviewed articles published between 2008 and August 2025, retrieved from the Scopus database. The data were processed using VOSviewer to analyse citation networks and keyword co-occurrences, and were combined with qualitative content analysis to identify the main research themes. The findings indicate that service quality is a key determinant influencing citizen satisfaction, trust, and the use of e-government services. The bibliometric analysis identifies four major research trends, while the systematic review highlights five themes: user satisfaction, trust, continuance intention, loyalty, and perceived value. These insights help shape the current knowledge structure and suggest directions for future research. The study contributes to systematising the existing body of knowledge, shaping prevailing research trends, and supporting policymakers in enhancing the effectiveness of online public service delivery. Beyond its academic contribution, the study also holds social significance by informing efforts to reduce the digital divide and strengthen citizen trust as a form of social capital that underpins inclusive and sustainable digital governance.References
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