Impact of e-government on user experience: a systematic review
DOI:
https://doi.org/10.5281/zenodo.16111873Keywords:
Government electronic, user, experienceAbstract
E-government has transformed the way citizens interact with government services, driving innovation and optimizing administrative processes. The objective of this research is to systematically analyze the impact of e-government on the user experience, identifying the main factors that affect the adoption, satisfaction and citizen perception of these services. For this purpose, a systematic review of literature published between 2018 and 2025 was conducted by consulting recognized academic databases such as Scopus, SciELO and Web of Science, following the PRISMA protocol. 20 relevant articles were selected under previously defined inclusion and exclusion criteria. The results show that e-government generates mostly positive experiences in users when, in addition to technology, organizational, functional, cultural and contextual factors are considered. Perceived usefulness, ease of use and inclusive design emerge as determinants of citizen satisfaction. Likewise, there has been a sustained increase in research on this topic in recent years, highlighting the importance of customizing and adapting services to users' needs. It is concluded that the effective implementation of e-government requires flexible public policies, active participation of users and strategies aimed at accessibility and transparency to improve the quality of digital services offered by the State.
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