The Role of Trust and The Digital Divide: A Moderated Mediation Model for Sustainable E-Government

E-government initiatives have transformed the dynamic between policymakers, the government, and citizens, becoming a vital component in safeguarding the resilience of democracy through sustainable and effective governance. Despite the prevalent digital divide and the extensive exploration of its various facets in the existing literature and studies, limited attention has been given to a holistic assessment of e-government service quality and its empirical relationships. This article explores the correlation between e-government service quality and intention of use with the aim of formulating and validating a moderated mediation model. Emphasizing the perspective of the digital divide, the study underscores the importance of sustaining future democracies. The research findings reveal that trust serves as a complete mediator in the relationship between e-government service quality and behavioral intention. Moreover, the study indicates that the digital divide, along with sociodemographic factors such as gender, age, and education, can attenuate the impact of e-government service quality on behavioral intention. These insights are of practical significance for both academics and policymakers, providing valuable guidance for enhancing e-government initiatives and fostering democratic sustainability.