The role of ICT tool interactivity on citizen e-participation in public service provision: a survey experiment based on self-determination theory

Citizen e-participation in public service provision has been widely advocated for; however, there are theoretical and empirical perplexities regarding how ICT tools' interactivity can encourage it. Based on self-determination theory, this article proposes performance expectancy as a mediator and technical self-efficacy and community identity as moderators. Through a 2 × 2 between-subjects experimental design, our findings demonstrate that ICT tool interactivity significantly influences citizen e-participation in public service provision. This effect is mediated by performance expectancy. Simultaneously, community identity plays a decisive role in determining the strength or weakness of the effect of ICT tool interactivity on citizen e-participation. Additionally, the effect of ICT tool interactivity on performance expectancy is largely contingent on technical self-efficacy. This further illustrates that the effects of ICT tool interactivity on citizen e-participation in public service provision are primarily realized through elements of public self-determination. Consequently, ICT design paradigms should shift from a 'problem-solving orientation' to an 'empowerment-focused approach.' By fostering positive citizen e-participation through well-structured technological interactions, ICT tools can enhance public agency and strengthen participatory governance.