Prashasan July 2024, Vol. 56, Issue 1, No.

139, 135-152
© 2023, Ministry of Federal Affairs and General Administration
https://doi.org/10.3126/prashasan.v56i1.67336
www.mofaga.gov.np/prashasanjournal
ISSN: 2565-5043 Print / ISSN: 2822-1974 Online

Digitalization of Government Services and Citizen

Satisfaction: A Case Study in Dhankuta District, Nepal
Pradeep Phuyal††††
Abstract
This study, conducted in the context of Nepal's Digital Nepal initiative, is of significant relevance as
it evaluates citizen satisfaction with digital government services in Dhankuta District. The findings,
crucial for the ongoing digital transformation in Nepal, reveal mixed satisfaction: digital services
like land map printing and online revenue payments scored medium-high, indicating positive
reception. However, service quality, data security, and digital awareness campaigns scored medium-
low, highlighting areas for improvement. The study underscores the importance of enhancing service
reliability, security, and public awareness as digital initiatives progress. Recommendations include
improving user interfaces, implementing robust security measures, launching comprehensive digital
literacy programs, and developing effective communication strategies to optimize digital
government services in Dhankuta District.

Keywords: citizen satisfaction, digital government services, Dhankuta District, service

quality, data security.

Introduction

Many developing countries, like Nepal, are grappling with extreme poverty, and significant changes
in people's lives have been lacking for years. One notable reason for this stagnation is corruption.
Traditional forms of governance, manual systems, unethical behavior of public servants, government
procurement systems, bureaucratic delays, and red tape have all contributed to corruption.
Digitalization in government work is needed to address these issues (Shah, 2023). By automating
processes, enhancing transparency, and improving accountability, digitalization can reduce
opportunities for corruption, streamline procedures, and make government services more accessible
and efficient for citizens.

E-governance makes public administration more open, flexible, and easily accessible to citizens
without requiring them to meet officials in person. However, for e-governance to be interactive and
user-friendly, citizens need access to ICT facilities and basic computer skills. In other words, ICT
infrastructure and computer literacy are essential ingredients for the success of e-governance
(Dhakal, 2012). The digital transformation of government services represents a global movement

††††
Assistant Campus Chief, Hile Campus, Dhankuta
Email: pradeepphuyal7@gmail.com
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aimed at enhancing efficiency and meeting the evolving needs of citizens in a rapidly changing
world (Mergel, 2019).

Globally, governmental organizations have integrated digital applications to optimize their activities,
achieve higher outcomes, and bring services closer to the people. In Nepal, the Digital Nepal
initiative signifies a significant commitment to digitalizing government sectors to improve service
delivery efficiency and transparency (P. Pradeep, 2023). Over the past decade, the efficient use of
information technology in government offices in Nepal has become central to achieving the goals of
effective governance, promising a brighter future for citizens.

According to the UN E-Government Survey 2022, Nepal's E-Government Development Index

(EGDI) is 0.5117, ranking 125th out of 193 countries. The EGDI, a composite indicator, reflects
three key dimensions of e-government: online service provision, telecommunication connectivity,
and human capacity. Additionally, Nepal's E-Participation Index, which measures citizen
engagement in government policy and service development, is 0.2386, placing it 143rd among 193
countries.

One of the pivotal projects under this initiative is the implementation of the National Identity Card
(NID) system. This system aims to provide every citizen with a robust digital identification card,
fundamentally transforming the dynamics of citizen services and bureaucratic efficiency. However,
despite these advancements, challenges such as restricted access to technology, infrastructure gaps,
and digital literacy persist (Janowski, 2015). Overcoming these challenges is crucial for Nepal to
fully realize the benefits of digital government services. Community efforts play a vital role in
bridging these gaps, facilitating partnerships between the public and private sectors to fast-track the
objective inclusively (Ghimire, 2021).

This research focuses on examining the efforts of government offices in Dhankuta District, Nepal, to
implement electronic service delivery and assess the impact on citizen satisfaction. Trust in e-
government is essential, as a lack of confidence can hinder citizen adoption of digital services
(France Belanger, 2008). Efficiency in digital services, characterized by reliability, response time,
and ease of use, significantly enhances service quality. In Dhankuta District, digital services such as
online land records, revenue payment systems, and digital court case registration have increased
government effectiveness and efficiency.

The study aims to establish the extent to which service quality improvements impact the perceived
efficiency of government service delivery and, consequently, citizen satisfaction. Trust, security, and
effective feedback mechanisms are crucial for digital government services to gain citizen approval
and encourage societal acceptance. Feedback from citizens is invaluable in shaping the future of
digital government services. Effective governance of digital initiatives is not just important; it is
essential to ensuring success and mitigating potential risks. While digitalization offers numerous
benefits, such as increased accountability, efficiency, transparency, cost reduction, and improved
governance, poorly designed reform strategies can hinder progress. Thus, robust governance
frameworks and strategies are imperative for maximizing the potential of digitalization initiatives.

This research explores the current state of digitalization efforts in government offices in Dhankuta
Municipality, Nepal. It assesses citizens' familiarity and satisfaction with these services by collecting

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and quantifying their responses. By examining core digitalization services and evaluating citizens'
perceptions and satisfaction levels, this study aims to provide valuable insights into the effectiveness
of digital transformation initiatives in enhancing service delivery and citizen engagement.

This study combines qualitative and quantitative analyses with a mixed-methods approach to gain
comprehensive insights into the digitalization landscape in government offices. Qualitative methods
such as interviews and focus groups will gather in-depth perspectives from government officials and
citizens. Quantitative methods, including surveys and data analysis, will provide statistical evidence
on citizens' familiarity, satisfaction levels, and usage patterns of digital government services. This
research was conducted thoroughly, focusing on a representative sample of government offices
across various sectors and geographical locations in Nepal, capturing diverse perspectives from
different regions and sectors.

Literature Review

Based on a literature review, a conceptual framework was established to identify the factors that
would facilitate the implementation and adoption of e-government in Nepal. This review involved
searching different research papers using online databases such as ResearchGate, Scopus, and
Google Scholar, with keywords such as e-government, digital governance, Nepal, and customer
satisfaction. The conceptual findings, combined with the empirical evidence obtained from these
sources, provided the basis for creating questionnaires for each segment of the literature review and
the research paper as a whole.

Types of Digitalization Service Initiatives in Government Offices

In October 2019, the government developed a Digital Nepal framework outlining one nation, eight
sectors, and eighty digital initiatives to drive innovation, enhance productivity, enrich the quality of
life for all Nepali people, and provide quick access to government services (Nepal, 2019). Nepal has
made significant strides in IT infrastructure, including building a nationwide optical fiber network,
implementing 4G LTE, and launching a national e-payment gateway. The 14th national plan
achieved 65% internet access, with the 15th plan targeting 80% by 2023-2024. The COVID-19
pandemic boosted virtual communication despite economic challenges. However, expanding and
managing IT infrastructure remains difficult. Nepal needs to develop innovative human resources
through multilateral partnerships to enhance government service delivery (Shah, 2023).

Various initiatives have been launched across different government sectors as part of the additional
digitalization work process. Government offices have digitized their services with two primary
objectives: maintaining transparency and providing public services smoothly, effectively, and
quickly. The digitalization of work in Nepal has advanced significantly, particularly with the launch
of the Nagarik App in January 2021, which integrates all government services for easy, round-the-
clock online access to essential documents and public services. Mero Kitta, an application from the
Department of Survey, allows users to print land maps and field guides at home, reducing bribery
and waiting times at survey offices (Ghimire, 2021). The banking sector has also adopted
digitalization with Connect IPS, an e-payment service launched by Nepal Clearing House Limited
(NCHL) in 2018, facilitating online fund transfers and e-commerce transactions. The Digital Nepal
Campaign, initiated in 2018, included a national identity card to replace the citizenship card and

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improve access to state services. Additionally, the digital signatures introduced in 2016 enhanced the
security of digital documents. Achieving the goals of Digital Nepal requires public-private
partnerships and coordinated efforts across all government levels (Ghimire, 2021).

Research question: What digitalization service initiatives are currently being implemented in
government offices?

Service Quality and Effectiveness

Digital governance ensures effective service delivery to the public, but countries like Nepal still face
challenges in this area. Digitalization facilitates interaction in different modules: government to
government (G2G), government to citizen (G2C), and government to business (G2B). These
modules are in the development phase of the Nepalese digital era (Joshi, 2020). Service quality plays
a crucial role in determining the efficiency of government services and ultimately influences citizen
satisfaction. Research emphasizes the significance of factors such as tangibility, reliability,
responsiveness, assurance, and empathy in determining functional quality, while valence and waiting
time are critical factors for technical quality (Raghavendra D. Padiyar, 2022). Additionally, studies
highlight the importance of citizen feedback in analyzing service quality, with factors such as
efficiency, quality, attitude, compliance, and execution of responses as key determinants (Xiaoyan,
2023). Overall, citizen satisfaction is not only a measure of government performance but also a
means of enhancing public values such as accountability, trust, and social equity (Kim, 2022).

Research Question: How do service quality and effectiveness impact the efficiency of government
services and citizen satisfaction?

Perceived Impact on Accessibility of Government Services

The perceived impact is the level of satisfaction of the citizens with the concerned programs and the
overall success rate of the digital initiatives executed by the government. Remote access to
government services plays a significant role in enhancing the customer experience in public sector
services. Everyone should be able to access these services regardless of location or disability status.
Research conducted by Viswanath Venkatesh (2003) indicates that if ordinary citizens feel they can
successfully interact with digital initiatives, their effectiveness is perceived to rise. Studies have
shown that perceived e-service components, including core, facilitating, and supporting services,
positively influence perceived usefulness and trust in e-government, ultimately affecting citizen
satisfaction (Telly et al., 2023).

Research Question: What is the overall influence of the various perceived impacts on the
accessibility of government services on citizen satisfaction?

Trust, Security, and Feedback in Government Digitalization

Trust, security, and feedback are crucial in enhancing government digitalization for citizen
satisfaction. Studies (Xiaoyan, 2023) emphasize the significance of trust in e-government services,
showing that trust in e-government positively influences perceived usefulness and citizen

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satisfaction. Additionally, the quality of e-services, including information quality, data security, and
data privacy, significantly impacts e-service quality, leading to increased user trust and satisfaction
(Yayan, 2023).

Trust and security are fundamental for the adoption and success of digital government services.
Citizens' trust in the government and the perceived security of digital platforms are crucial for
encouraging the use of these services. Trust in the agency providing the service is essential for
widespread e-government adoption, as citizens must believe in the integrity and technical
capabilities of government agencies. The study "Trust and Risk in E-Government Adoption" by
Belanger (2008) highlights a model guided by Ajzen and Fishbein's Theory of Reasoned Action
(TRA). It explores how trust and risk perceptions influence citizens' intentions to use e-government
services. The findings support the positive influence of trust in the Internet, the government, and the
disposition to trust in use intentions while highlighting the role of perceived risk (France Belanger,
2008).

Research Question: How do trust, security, and feedback contribute to government digitalization for
citizen satisfaction?

Digital Awareness and Knowledge in Citizen Satisfaction

Digital awareness and knowledge play crucial roles in citizen satisfaction, especially in the context
of e-government services. Studies have shown that factors such as ease of use, usefulness,
information awareness, and trust in e-government significantly affect citizen satisfaction (Yanying,
2017). Additionally, research on digital financial awareness (DFA) in India highlights the
importance of digital accessibility in enhancing satisfaction with financial services, indicating
significant differences in satisfaction levels based on geographical location and age groups.
Perceived e-service, encompassing core, facilitating, and supporting services, positively influences
perceived usefulness and trust in e-government, impacting citizen satisfaction. This study confirms
that perceived usefulness is critical to citizen satisfaction with e-government services. It emphasizes
the significance of perceived e-service as an antecedent in shaping citizen satisfaction, highlighting
the pivotal role of e-service perceptions in enhancing user experience and trust in government
services (Telly P. U., 2023).

Research Question: How do digital awareness and knowledge affect citizen satisfaction?

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Figure 1 : Conceptual Research Framework

The conceptual framework presented in the above diagram illustrates the various factors contributing
to citizen satisfaction in the context of digital government services. It identifies four primary
constructs: Service Quality and Effectiveness, Perceived Impact, Trust, Security and Feedback, and
Digital Awareness and Knowledge. These constructs influence three intermediate factors:
Effectiveness, Digital Initiatives, and Impact of Digitalization, collectively leading to overall Citizen
Satisfaction.

Service Quality and Effectiveness directly enhance the perceived impact and effectiveness of digital
initiatives. Trust, Security, and Feedback play a crucial role in shaping the impact of digitalization
and citizens' trust in these services. Digital Awareness and Knowledge ensure that citizens are well-
informed and can efficiently utilize digital services, further contributing to satisfaction. Ultimately,
the interplay between these constructs and intermediate factors improves citizen satisfaction with
digital government services.

This framework underscores the importance of a holistic approach in evaluating and enhancing
digital services to achieve higher levels of citizen satisfaction.

Research Objectives

 To identify and assess the types of digitalization service initiatives currently implemented in
the government offices of the Dhankuta District.
 To analyze how service quality and effectiveness impact the efficiency of government
services and their influence on citizen satisfaction.
 To evaluate the overall impact of various perceived factors on the accessibility of
government services and how these factors contribute to citizen satisfaction.
 To investigate how trust, security, and feedback mechanisms influence the adoption and
effectiveness of government digitalization efforts to enhance citizen satisfaction.
 To examine the role of digital awareness and knowledge in influencing citizen satisfaction
with government services.

Methodology

This study used a mixed-methods design to assess the impact of digitalization initiatives on citizen
satisfaction in Dhankuta District, Nepal. Dhankuta was chosen as the focal point of this study due to
its role as a regional administrative hub, making it a prime location for digital transformation efforts.
By examining Dhankuta's initiatives, we aim to extract valuable insights into nationwide
digitalization strategies.

This study integrates quantitative surveys and qualitative interviews to analyze the variables
influencing satisfaction with digital government services. The offices chosen were based on the high
volume of daily service users, ensuring that the sample represented the district's most frequented
public service points. A total of 168 service recipients were surveyed, with 85% of the
questionnaires collected through field visits and the remainder via Google Forms, ensuring

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inclusivity. Non-probability sampling was employed, and the questionnaires were translated into
Nepali to ensure participants could understand them.

Additionally, qualitative data were gathered through interviews with officers and staff to explore the
digital initiatives mandated by the Central Government. Data collection involved structured
questionnaires using a 5-point Likert scale and interviews during field visits. Quantitative data were
analyzed using SPSS and Excel, employing descriptive and inferential statistics, while qualitative
data were analyzed thematically.

Results and Discussion

Key Developments and Initiatives

The following table (Table 1) was generated to achieve research objective one, providing an
overview of digitalization initiatives in government offices, total human resources, IT experts, and
per-day service delivery from three sampled government offices in Dhankuta District, Nepal. The
table was constructed based on qualitative questionnaires administered to the sampled government
offices. The snippets of the qualitative questionnaires used are as follows:

 Which digital services are currently available in your office for citizens to access?
 What are the current digital initiatives that citizens can avail themselves of from this office?
 How many IT experts are employed in your office to support and maintain these digital
services?

Table 1: Digitalization efforts undertaken by government offices in Dhankuta District.

Name of Digitalized work Total IT Per-day

government Human expert service
office resource staff deliver
Land Map digital print: This allows for easy
access to digital maps of land areas.
District Partial transaction: Some transactions related to
Survey land can be completed digitally.
Office Land field book print: Digital printing of land
Dhankuta field books for convenient access. 22 15 200
Nepal Online revenue payment: People can pay land Per day
revenue online, eliminating the need for physical
visits.
Token system: Implementing a token system
ensures efficient and organized service delivery.
Using PAMS software: This software helps
manage land-related data and transactions.
Accounting professionals using software:

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Digital tools facilitate accounting tasks.

Land identification number: Each land is
Land assigned a digital identification number for easy 25 17 100-200
Revenue reference. per day
Office Landowner certificate digitalized: Digitizing
Dhankuta landowner certificates simplifies record-keeping.
Nepal Online revenue payment: Payments for land-
related transactions can be made online.
Online transaction details of land owner:
Digital records of transaction details for land
owners
Case Management System Software (CMS):
District Software to manage court cases efficiently.
Court 31 30 20-30
Dhankuta Court Case (Issue) Online Registration: Online cases
Nepal registration of court cases. per day

Online Registration for Court Appearances:

Digital registration for court appearances.

Missil: The missile system for court proceedings

is now digitized.

Video Conference for Witnesses: Witnesses can

participate in court proceedings via video
conference.

Online Entry for Reconciliation: Digital entry of

reconciliation records.

Digitalization of All Court-Related Tasks: All

work regarding the court is digitized. 3.5

Source: Field Survey data, May 2023

From an interview with the respective heads of government offices (District Survey Office, District
Land Revenue Office, and District Court Office) in Dhankuta in May 2023, it is evident that
digitization has significantly streamlined government operations and enhanced services for the
general public. For instance, the Land Revenue Office can now accurately record data and ensure
error-free payment of capital gains tax. Tax collection has become more efficient, and data storage

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has been simplified through the use of various application software and cloud storage (P. Pradeep,
2023).

Likewise, the District Survey Office has expanded its range of services to the public.
Simultaneously, the District Court can conduct video conferences, eliminating the necessity for
physical presence of witnesses. This transition towards digitalization is underway across multiple
government agencies, facilitating easier access for ordinary citizens to government services and
enhancing their benefits. Overall, the digitization of government offices in Dhankuta District has
boosted efficiency, minimized errors, and enhanced service delivery to the general public.

The following table delineates the level of digitalization within the sampled offices, alongside the
allocation of human resources to IT. The presence of IT experts is crucial for maintaining and
enhancing service delivery through the digitalization of official tasks, ensuring efficient service
provision to citizens.

Table-2 : Demographic information of the respondent (n=168)

Demographic variables Categories Percentage of Respondents

Gender Male 82
Female 18
Age Less than 24 9
25-34 23
35-44 31
44-54 25
54 and above 12
Education Level Junior School or below 7
High school or technical 23
Secondary school 43
Bachelor Degree 17
Postgraduate Degree 10
Attend any digital initiative Yes 5
program No 95
Occupation Employed 21
Self- Employed 26
Foreign-Employed 33
Unemployed 9
Retired 11
Digital Literacy High 13
Moderate 37
Low 41
Not Applicable 9
Location of Residence Urban 14
Suburban 57
Rural 29

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Frequency of Travel Regular 44

Government office Sometimes 38
Rarely 18

Upon analyzing demographic variables, key insights emerge regarding respondent profiles. Notably,
82% are male, indicating a gender disparity. Diverse occupational backgrounds, including retirees,
suggest services should cater to various citizens. Age distribution varies, with 25-34-year-olds being
the largest group (33%). Digital literacy is crucial, with 41% reporting low proficiency and 37%
moderate skills, highlighting the need for user-friendly interfaces and literacy programs. A majority
reside in suburban areas (57%), emphasizing equitable access. Lastly, a low participation rate (5%)
in awareness programs indicates a need for improved public awareness of government digitalization
efforts.

Table 3 : Survey Results on Digital Government Services

Features Questioners Percentage

YES NO Not
Sure
Digital Are you aware of the digitalization initiatives implemented 25 40 35
Awareness by the government office?
and How knowledgeable are you about the digital services 21 53 26
Knowledge offered by the government office?
Have you used any of the digital services provided by the 63 17 20
government office?
Do you feel easy to access these digital services? 72 10 18
Perceived Do you believe that digitalization improved the 56 14 30
Impact transparency of government processes?
Do you believe that digital transformation has enhanced 67 13 20
the efficiency of government service delivery?
Have you noticed positive changes in government 14 27 61
employee in the accountability of their official work?
Service Do you find government services through digital platforms 63 17 20
Quality and more efficient than traditional methods?
Effectiveness Has the digitalization of government services reduced the 69 10 21
time it takes to complete transactions or requests?
Digital transformation has reduced bureaucracy and red 20 13 67
tape in government services.
Digital technology has made it easier for citizens to access 45 19 36
government information and services.
Do you trust that your personal information is secure when 10 12 78
Trust, using digital government services?

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Security & How confident are you in the security measures 10 12 78

Feedback implemented by the government for digital services?
Do you feel that the government actively seeks feedback 10 75 15
and suggestions from citizens regarding its digital
services?
Have you ever provided feedback or suggestions for 83 10 7
improvement?

Source: Questioners survey, 2023 May.

The table provides insights into respondents' perceptions of government digitalization initiatives,
highlighting correlations among various questions. Data indicates that 25% of respondents are aware
of these initiatives, while 40% are not, emphasizing the need for targeted awareness campaigns.
Moreover, 63% have used digital services, indicating a positive correlation between awareness and
usage. While respondents believe digitalization improves transparency (56%) and efficiency (67%),
only 14% notice changes in employee accountability, suggesting a gap between perception and
observable outcomes. Additionally, while 69% feel digitalization reduces transaction time, only 20%
believe it reduces bureaucracy, indicating recognized efficiency gains but persistent concerns. A
minimal percentage trusts personal information security (10%), highlighting a trust deficit. Despite
83% providing feedback, only 10% feel the government actively seeks it, suggesting room for more
proactive engagement strategies.

Table 4 : Perceived Effectiveness of Digital Land Services

Items Questionnaire Response Frequency Percentage Mean

PED1 The availability of digital Strongly Disagree 16 9.5
land maps has easily Disagree 31 18.5
improved my access to Neutral 64 38.1 2.989
received land-related Agree 49 29.2
information. Strongly Agree 8 4.8
PED2 Online revenue payment Strongly Disagree 11 6.5
options have made it easier Disagree 28 16.7
for me to pay land-related Neutral 34 20.2 2.512
fees. Agree 58 34.5
Strongly Agree 37 22
PED3 Digitalization of land owner Strongly Disagree Nill 0
certificates has simplified the Disagree 16 9.5
management of land-related Neutral 75 44.6 2.351
documents Agree 29 17.3
Strongly Agree 48 28.6

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PED4 The use of PAMS software Strongly Disagree 16 9.5

by the Land Revenue Office Disagree 31 18.5
has streamlined land-related Neutral 64 38.1 2.988
transactions. Agree 49 29.2
Strongly Agree 8 4.8

The survey findings unveil varied satisfaction levels among citizens in Dhankuta District regarding
government digitalization initiatives. Notably, online revenue payment options garnered substantial
approval, with 56.5% finding it more accessible to pay land-related fees, suggesting successful
implementation. Conversely, for digital landowner certificates, 44.6% remained neutral, hinting at a
lack of awareness about its benefits, emphasizing the need for better communication. Moreover,
responses regarding digital land maps and PAMS software indicate discontent, implying unmet
expectations or usability issues. These findings underscore the need for design and implementation
improvements of digital initiatives to enhance citizen satisfaction and effectiveness.

Table 5 : Perceived Impact of Digital Initiatives

Items Questioners Response Frequency Percentage Mean

PDI1 The implementation of the Strongly Disagree 5 3
token system has improved Disagree 29 17.3
service efficiency in the Neutral 30 17.9 2.315
government office of Agree 54 32.1
Dhankuta District Strongly Agree 50 29.8
PDI2 The availability of digital Strongly Disagree 13 7.7
court case registration and Disagree 14 8.3 2.553
video conferencing at the Neutral 68 40.5
District Court has made legal Agree 31 18.5
proceedings more convenient. Strongly Agree 42 25.0
PDI 3 Digitalization of court Strongly Disagree 16 9.5
proceedings through the Disagree 29 17.3 2.872
Missil system at the District Neutral 56 33.3
Court has improved the Agree 52 31.0
accuracy of legal records. Strongly Agree 15 8.9

The survey data reveals that a considerable majority (around 62%) perceived improved service
efficiency in government offices due to the token system implementation, indicating a positive
impact. However, around 20.3% expressed disagreement, signaling some dissatisfaction. Similarly,
while approximately 43.5% found digital court case registration convenient, 48.8% remained neutral
or dissatisfied. The Missile system garnered relatively positive feedback, with 39.9% agreeing on
improved accuracy, yet 26.8% disagreed. These results suggest varying satisfaction levels across
digital initiatives, with room for improvement.

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Table 6 : Perceived Impact of Digitalization on Government Services

Items Questioners Response Frequency Percentage Mean

PID1 Overall, the digitization of Strongly Disagree 8 4.8

government offices in
Dhankuta District has Disagree 29 17.3 2.429
positively impacted the
efficiency and quality of Neutral 36 21.4
government services.
Agree 49 29.2

Strongly Agree 46 27.4

PID2 Digitalization initiatives have Strongly Disagree 13 7.7

improved the accuracy of
government records and Disagree 13 7.7 2.536
transactions.
Neutral 67 39.9

Agree 33 19.6

Strongly Agree 42 25.0

PID3 Digital tools and software Strongly Disagree 11 6.5

used by government offices
have made it easier for Disagree 27 16.1 2.381
citizens to interact with these
offices. Neutral 27 16.1

Agree 53 31.5

Strongly Agree 50 29.8

PID4 The availability of digital Strongly Disagree Nill 0

land identification numbers
has simplified land-related Disagree 17 10.1 2.417
processes for citizens.
Neutral 78 46.4

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Agree 31 18.5

Strongly Agree 42 25.0

The data from Table 6 highlights respondents' perceptions of the digitization of government services.
A significant percentage agreed (27.4%) or strongly agreed (29.2%) on the positive impact of
digitization, indicating overall satisfaction. Similarly, 44.6% acknowledged improved accuracy in
government records and transactions, yet 47.6% expressed neutrality or dissatisfaction, suggesting
mixed views. Notably, 29.8% strongly agreed, and 31.5% agreed on the ease of interaction with
government offices through digital tools, while 22.6% expressed dissatisfaction. Regarding digital
land identification numbers, 43.5% perceived simplified land-related processes, contrasting with
56.5% expressing neutrality or dissatisfaction. The mean scores help interpret the mixed perceptions,
indicating areas for improvement in enhancing citizen satisfaction with digital government services.

Table 7 : Citizen Satisfaction Survey

Items Questionnaire Response Frequency Percentage Mean SL

CSS1 The digitalization Very dissatisfied 21 12.5
services of the dissatisfied 38 22.61 3.03 MH
Land Revenue Neutral 43 25.59
Office have made Satisfied 49 29.17
me satisfied. Very satisfied 17 10.12
CSS2 The availability of Very dissatisfied 16 9.52
a digital system for dissatisfied 36 21.43
official work at the Neutral 56 33.33 3.05 MH
District Court has Satisfied 41 24.40
made it easy for me Very satisfied 19 11.32
to complete my
work on time.
CSS3 The digitalization Very dissatisfied 11 6.55
process at the dissatisfied 41 24.41
District Survey Neutral 58 34.52 3.08 MH
Office has overall Satisfied 39 23.21
satisfied me. Very satisfied 19 11.31
CSS4 The service quality Very dissatisfied 26 15.47
and effectiveness dissatisfied 59 35.12
of the government Neutral 53 31.54 2.57 ML
offices have made Satisfied 21 12.5
me happy with the Very satisfied 9 5.37
work I receive.

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CSS5 I trust the security Very dissatisfied 26 15.47

of data storage and dissatisfied 59 35.12 2.68 ML
confidentiality of Neutral 43 25.59
government work. Satisfied 23 13.69
Very satisfied 17 10.12
CSS6 Digital awareness Very dissatisfied 33 19.65
campaigns and dissatisfied 65 38.69
knowledge have Neutral 38 22.62 2.46 ML
made it easier for Satisfied 24 14.28
me to work with Very satisfied 8 4.76
government
offices.

(Where M.H= Medium high satisfaction, M.L = Medium low satisfaction)

The results of the citizen satisfaction survey in Dhankuta District indicate a mixed level of
satisfaction among respondents regarding various aspects of digital government services. The
graphical presentation clearly depicts the satisfaction level of citizens.

Figure 2: Citizen Satisfaction Mean Score

The citizen satisfaction survey conducted in Dhankuta District reveals a nuanced spectrum of
satisfaction levels among respondents regarding various facets of digital government services.
Utilizing the interpretation of mean scores as outlined by Nunnally (1994), the paper has categorized
satisfaction levels into four tiers: low satisfaction (mean value 1-2), medium-low satisfaction (2.01-
3), medium-high satisfaction (3.01-4), and high satisfaction (4.01-5). This categorization framework
aids in comprehending the results of subscales and identifying existing gaps.

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The findings of this study, based on the mean scores categorized in the paper, suggest that
digitalization services and accessibility have generally been positively received, as evidenced by
CSS1, CSS2, and CSS3, with mean scores of 3.03, 3.05, and 3.08, respectively, indicating medium-
high satisfaction with the utilization of government office digitalized services. However, CSS4,
CSS5, and CSS6 underscore areas warranting improvement, particularly in service quality, trust in
data security, and the efficacy of digital awareness campaigns, with mean scores of 2.57, 2.68, and
2.46, respectively, signifying medium-low satisfaction.

Discussion

The mixed satisfaction levels observed in this study underscore the complexity of digital
transformation in government services. The positive feedback for certain services indicates that
digitalization can effectively enhance service delivery, streamline processes, and improve
accessibility. For instance, the implementation of digital systems for land management and revenue
collection has simplified these processes for the citizens, as reflected in their medium-high
satisfaction scores.

Moreover, the effectiveness of digital awareness campaigns has been questioned, with many
respondents indicating medium-low satisfaction. This suggests a need for more comprehensive and
engaging initiatives to educate citizens about the benefits and usage of digital services. Enhanced
communication strategies could bridge this gap, ensuring citizens are well-informed and confident
using these services.

E-governance has been highlighted as an effective means of governance in Nepal since the first I.T.
policy in the year 2000. However, some historical landmarks, such as the establishment of the
National Computer Center (NCC) in 1974, have been highlighted in different scholarly articles
(Joshi, 2020). E-governance has the capability to bring about a major shift in the way public
administration functions (Giri, 2019). Findings concluded by recommending strongly that a
comprehensive regulatory framework and good coordination between regulation implementation
agencies of government and public acceptance make it successful. Thus, digitalization should be
user-friendly with updated policy.

The findings of this study have several implications for policymakers and government agencies:

1. Service quality must be improved by ensuring that digital platforms are user-friendly,
reliable, and efficient.
2. Strengthening data security protocols and communicating these measures to the public can
help build trust.
3. Effective digital awareness campaigns are essential to ensuring that citizens are fully aware
of and comfortable using digital services.
4. Conclusion:

The citizen satisfaction survey conducted in Dhankuta District presents a multifaceted picture of
public sentiment towards digital government services. The results indicate a generally positive
reception to the accessibility and functionality of digital services, as evidenced by medium-high
satisfaction scores for aspects such as online systems in District Courts and Survey Offices.

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Specifically, services such as land map digital printing and online revenue payments were well-
received, highlighting successful implementations in these areas. However, there are notable areas of
concern that warrant attention. Medium-low satisfaction scores were recorded for the effectiveness
of service quality, data security trust, and digital awareness campaigns. These findings suggest that
while digitalization efforts have made significant strides, critical service delivery gaps must be
addressed to enhance overall satisfaction. To ensure timely achievement of the Sustainable
Development Goals (SDGs), governments worldwide must harness the power of Information and
Communication Technologies (ICTs). ICTs hold immense potential to enhance various aspects of
societal well-being, including healthcare, education, and socioeconomic development. To facilitate
this, it is imperative for governments to prioritize the utilization of broadband networks and services.
By establishing a new set of connectivity targets, governments can propel progress towards the 17
SDGs, thereby fostering inclusive and sustainable development for all.

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