Sustainability in the digital era: Exploring the role of public websites

In the digital era, public sector websites serve as critical platforms for delivering services, engaging citizens, and promoting sustainability. This study investigates the relationship between consumer sustainability expectations and the perceived quality of public sector websites, focusing on how these digital platforms influence trust and user satisfaction. Employing a mixed-methods approach, the research integrates an extensive literature review with a quantitative survey based on the SERVQUAL model. Data were collected from 381 respondents through an online questionnaire measuring five key dimensions: reliability, responsiveness, tangibility, assurance, and empathy. The statistical analysis revealed significant disparities between user expectations and actual experiences. Public websites exceeded expectations in reliability, competence, and empathy, particularly in accessibility, inclusivity, and the provision of sustainability-related training. However, responsiveness and transparency in institutional sustainability metrics were identified as areas requiring improvement. Despite growing demands for environmentally conscious digital services, many government websites lack sufficient mechanisms to communicate sustainability efforts effectively. These findings highlight the necessity for public institutions to integrate sustainable design principles, improve digital responsiveness, and enhance transparency to foster greater public trust and engagement. By addressing these gaps, policymakers and digital strategists can create more effective and inclusive e-government services that align with global sustainability objectives. This study aligns with the journal’s focus on sustainability by examining how digital governance can contribute to environmental, social, and economic well-being. The research underscores the importance of user-centered design and sustainable digital strategies in enhancing the perceived quality of public services, ultimately supporting long-term sustainability goals and citizen engagement in digital governance.