E-Government Services Adoption and Public Satisfaction in Kenyan Municipalities: An Exploratory Study

E-government services in Kenyan municipalities have been gradually implemented to improve service delivery and public engagement. A mixed-methods approach combining quantitative survey data with qualitative interviews was employed to gather insights from municipal authorities and citizens. There is a notable variance in service usage rates, with e-payments showing the highest adoption rate at 85% among surveyed municipalities. E-government services have demonstrated varying levels of public satisfaction across different municipalities, influenced by factors such as digital literacy and infrastructure availability. Municipalities should prioritise enhancing digital literacy programmes to increase e-service usage rates and improve service delivery effectiveness. e-government services, municipal residents, satisfaction, adoption rate Model estimation used θ̂=argminθ∑ᵢ(yᵢ,f_θ(xᵢ))+λθ₂², with performance evaluated using out-of-sample error.