The Impact of Urban E-Services on Citizen Trust and Social Capital: A Qualitative Systematic Review
Keywords:
Urban e-services, Citizen trust, Social capital, Digital participation, Urban governance, Smart cityAbstract
The aim of this study is to examine and explain the mechanisms through which urban electronic services influence citizen trust and social capital based on a qualitative systematic review of relevant studies. This research was conducted using a qualitative systematic review and inductive thematic analysis. Data were collected through a structured search of Google Scholar, Scopus, ScienceDirect, SID, and ISC databases, resulting in the selection of 18 relevant articles after screening. Studies were included based on thematic relevance, methodological quality, and full-text availability. Coding and theme extraction were performed using Nvivo 14 software, and analysis continued until theoretical saturation was reached. The results showed that urban e-services enhance citizen experience by improving service quality, increasing transparency, facilitating digital access, and strengthening efficiency. These services further increase citizen trust through organizational transparency, perceived fairness, improved accountability, and strengthened data security. Findings also indicated that digital services contribute significantly to social capital by enhancing digital civic participation, strengthening citizen-government interactions, fostering mutual trust, promoting social cohesion, and cultivating collective identity. The extracted themes illustrate that urban e-services function not merely as technological tools but as structural mechanisms supporting participatory governance and strengthened social networks. The study concludes that urban electronic services substantially reinforce citizen trust and social capital, extending beyond technological benefits toward broader social impacts. Implementing effective, transparent, and responsive digital services can contribute to improved urban governance, greater civic engagement, and stronger social cohesion, positioning e-services as a strategic pillar for sustainable urban development.
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