Digital Public Administration and Citizen Satisfaction with Government Services in FCT Abuja

This study empirically examines the relationship between digital public administration initiatives and citizen satisfaction with government services in the Federal Capital Territory (FCT) of Abuja, situated in Nigeria's North Central geopolitical zone. As a pilot site for many of Nigeria's e-government innovations, FCT provides an ideal setting for examining whether digital service transformation improvements translate into measurable citizen satisfaction gains. A cross-sectional survey design is employed, with a stratified sample of 480 adult FCT residents who have interacted with at least one digital government service in the preceding 12 months. Partial least squares structural equation modelling (PLS-SEM) is used to test a causal model linking digital service accessibility, quality, reliability, and equity of access to overall citizen satisfaction, mediated by user experience and perceived government responsiveness. The E-Government Acceptance Model and the Citizen-Centric Service Quality Framework jointly provide the theoretical foundation. Findings reveal that digital service quality and reliability are the strongest predictors of citizen satisfaction, while equity of digital access, reflecting the exclusion of lower-income and less-educated residents from e-services, significantly moderates overall satisfaction levels. Citizens in peri-urban FCT areas report lower digital service satisfaction due to connectivity and digital literacy barriers. Recommendations include universal design principles for government digital platforms, targeted digital literacy programmes, and introduction of hybrid digital-physical service channels for excluded populations. Keywords: digital public administration, citizen satisfaction, e-government, Abuja, FCT.