Digital governance is increasingly viewed as an important public-sector reform strategy for improving transparency, service delivery, citizen satisfaction, and integrity-related perceptions. However, empirical evidence from post-conflict states remains limited, particularly in Somalia, where institutional fragility and uneven digital infrastructure continue to shape citizens’ experiences with public services. This study examined the relationships among perceived e-service efficiency, government activities transparency, citizen satisfaction, and perceived institutional integrity in Mogadishu, Somalia’s post-conflict digital governance context. It also assessed the mediating role of citizen satisfaction and the moderating roles of e-government knowledge and internet usage. A quantitative cross-sectional survey design was employed. Data were collected from 487 respondents in Mogadishu, Somalia, using an online Google Form questionnaire between 2 March 2026 and 1 May 2026. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to assess the measurement model, structural relationships, mediation effects, moderation effects, and model fit. Perceived e-service efficiency was positively associated with government activities transparency and citizen satisfaction, while government activities transparency and citizen satisfaction were positively associated with perceived institutional integrity. However, perceived e-service efficiency was not directly associated with perceived institutional integrity. Citizen satisfaction and government activities transparency showed significant mediating and serial mediating roles. The moderating effects of e-government knowledge and internet usage were not supported. The study contributes theoretically by integrating Institutional Theory and Expectation-Confirmation Theory, methodologically by applying PLS-SEM to a complex mediation–moderation model, and contextually by providing evidence from Mogadishu, Somalia. The findings suggest that digital governance reforms should prioritize transparency, citizen-centered service experiences, and institutional accountability alongside technological efficiency.
Alasso et al. (2026) studied this question.