The Influence of Electronic Public Service Quality on Citizen Satisfaction and ‎Public Trust: Evidence from Electronic ID and Passport Services in ‎Nangarhar Province, Afghanistan.

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Published Oct 28, 2026
https://doi.org/10.70436/nussj.v3i04.117
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Vol. 3 No. 04 (2026): Oct-Dec

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Abdurrasheed Sahibzada
Department of Public Policy, Faculty of Public Administration and Policy, Nangarhar University, Afghanistan
https://orcid.org/0000-0002-9244-1561
Mohammad Nazir Naseri
Department of Public Policy, Faculty of Public Administration and Policy, Nangarhar University, Afghanistan
https://orcid.org/0009-0002-5135-7926
Mohammad Jamal Shenwary
Department of Public administration ,Faculty of Public administration and policy, Nangarhar University, Afghanistan
https://orcid.org/0009-0009-0321-3232
Mansoor Faqeerzai
Department of Development Management, Faculty of Public administration and policy, Nangarhar University, Afghanistan
https://orcid.org/0009-0000-9107-4571
Abdul Raqib Sahibzada
Department of Development Management, Faculty of Public Administration and Policy, Nangarhar University, Afghanistan
https://orcid.org/0009-0008-7227-1236

Abstract

Digitalization of public services has become an important component of public-sector reform, yet evidence remains limited on how the quality of electronic public services shapes citizen satisfaction and institutional trust in developing and institutionally constrained contexts. This study examines the influence of electronic public service quality on citizen satisfaction and public trust, focusing on electronic ID (e-Tazkira) and passport services in Nangarhar Province, Afghanistan. Data were collected from 1,200 users of both services through a structured questionnaire measuring five dimensions of electronic public service quality: accessibility, ease of use, service efficiency, information quality, and transparency. Pearson correlation and General Linear Model (GLM) multivariate analyses were employed to examine the relationships and effects among the study constructs. The findings revealed significant positive relationships between all five service-quality dimensions and both citizen satisfaction and public trust. Multivariate analysis showed significant joint effects of accessibility, ease of use, information quality, and transparency on the combined outcomes, whereas service efficiency was not statistically significant at the multivariate level. At the outcome-specific level, accessibility, ease of use, information quality, and transparency significantly influenced citizen satisfaction, while all five dimensions significantly influenced public trust. Accessibility demonstrated the largest effect on public trust. Although the explanatory power of the models was modest, the findings underscore the importance of citizen-centered service quality in digital public administration. The study contributes empirical evidence from an underexamined governance context and suggests that digital government reforms should extend beyond technological adoption and administrative efficiency by prioritizing accessible, user-friendly, informative, and transparent service delivery to strengthen citizens’ experiences and confidence in public institutions.

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Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Sahibzada, A., Naseri, M. N., Shenwary, M. J., Faqeerzai, M., & Sahibzada, A. R. (2026). The Influence of Electronic Public Service Quality on Citizen Satisfaction and ‎Public Trust: Evidence from Electronic ID and Passport Services in ‎Nangarhar Province, Afghanistan. Nangarhar University Social Science Journal, 3(04), 53–60. https://doi.org/10.70436/nussj.v3i04.117

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