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Public E-service Value Co-creation to Increase Citizen Well-being

Author

Listed:
  • Vita Nurul Fathya

    (Polytechnic of Immigration)

  • Gunawan Ari Nursanto

    (Polytechnic of Immigration)

  • Rasona Sunara Akbar

    (Polytechnic of Immigration)

Abstract

This study examines the Value Co-creation model in electronic public service applications to enhance citizen well-being. Using a sample of students aged at least 17 years who have previously used such services, this research surveys perceptions regarding application features, systems, participation behaviour, citizenship behaviour, and well-being. The findings indicate that the interaction of application features and systems with citizens’ participation and citizenship behaviours significantly impacts their well-being. Theoretical implications include advancing the understanding of value co-creation in public e-services, specifically in the context of mandatory participation. Practical implications suggest that public e-service providers should enhance application features and systems to facilitate value co-creation, thereby improving citizen well-being.

Suggested Citation

  • Vita Nurul Fathya & Gunawan Ari Nursanto & Rasona Sunara Akbar, 2025. "Public E-service Value Co-creation to Increase Citizen Well-being," Public Organization Review, Springer, vol. 25(2), pages 751-772, June.
    • Handle: RePEc:kap:porgrv:v:25:y:2025:i:2:d:10.1007_s11115-025-00842-z
    DOI: 10.1007/s11115-025-00842-z
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