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E-Governance, E-Participation, and their Effect on Citizen Satisfaction with Government Services in Kenya

Author

Listed:
  • Fred Siambe Omweri

    (Lecturer, Department of Social Sciences, Machakos University)

  • Brian Besigye

    (Department of Public Administration & Development Studies, Kampala International University)

  • Orisiima Milton

    (Department of Public Administration & Management, Kampala International University)

  • Juliet Tushemereirwe

    (Department of Public Administration & Management, Kabale University)

Abstract

Kenya’s digital transformation has shifted public service delivery from analog bureaucracy to platforms such as eCitizen and Huduma. While these innovations expand access, their effects on civic engagement and citizen satisfaction, especially among marginalized groups, remain uneven. Using nationally representative Afrobarometer Round 10 data and a cross-sectional design, this study quantitatively examines how digital access, socio-demographic factors, and institutional trust shape e-participation and satisfaction with government services. Findings reveal persistent barriers, including digital literacy gaps, affordability challenges, and limited awareness of participatory tools, which disproportionately affect low-income and rural populations. These constraints undermine the democratizing potential of e-governance. Anchored in participatory governance theory and digital inclusion frameworks, the study demonstrates that inclusive platform design, mobile-based civic education, and equity-centered reforms are essential to strengthening citizen satisfaction and democratic engagement in Kenya.

Suggested Citation

  • Fred Siambe Omweri & Brian Besigye & Orisiima Milton & Juliet Tushemereirwe, 2026. "E-Governance, E-Participation, and their Effect on Citizen Satisfaction with Government Services in Kenya," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 10(6), pages 2834-2848, June.
    • Handle: RePEc:bcp:journl:v:10:y:2026:i:6:p:2834-2848
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