The Impact of E-Governance Implementation on Public Trust and the Efficiency of Service Delivery

Abstract

E-Governance has become a pivotal tool in modernizing public administration, aiming to enhance transparency, accountability, and efficiency in government operations. This study examines the impact of e-governance implementation on public trust and the efficiency of service delivery within public sector organizations. Through a review of existing literature and statistical analysis including demographic analysis, reliability testing, correlation, and regression analysis of cross-sectional survey data collected from 108 participants from public sector using a simple random sampling method, this research explored how digital platforms influence citizen satisfaction, reduce bureaucratic delays, and foster greater trust in public institutions. The findings indicate that well-designed and inclusive e-governance systems significantly improve service accessibility and responsiveness, thereby reinforcing public confidence in governance. The study underscores the need for strategic implementation, citizen-centric design, and continuous evaluation to ensure that e-governance serves as a catalyst for efficient and trustworthy public service delivery.

Keywords

E-Governance, Public Trust, and Efficiency of Service Delivery.