Revisiting Citizen Attitudes in Digital Governance:

The Interplay of Trust and Satisfaction

Abstract

Smart government services have emerged as a cornerstone of digital transformation, aiming to enhance efficiency, transparency, and citizen engagement. This study investigates the relationship between citizen trust and satisfaction in the context of smart government services in Malaysia. Data were collected from 251 Malaysians who engaged with government services via Facebook, and the results were analysed using descriptive statistics, correlation, and regression analysis. Findings reveal a significant and positive relationship between trust and citizen satisfaction, suggesting that higher levels of trust lead to greater satisfaction with smart services. The study underscores the importance of transparency, accountability, and security in shaping trust, which in turn drives satisfaction and adoption. These insights are particularly relevant for policymakers and government agencies seeking to increase citizen participation in digital governance.