The Adjusting Influence of Social Media’s User-Generated-Knowledge (SMUGK) in Grasping the Contribution of Cognitive and Technological Factors in Citizens' Perceptions of Satisfaction from E-Government Services in the Global South Context: The Case of Oman

Abstract

Governments' growing presence in the social media sphere has drawn attention to the knowledge creation best practices that help serve citizens more effectively. A wide range of knowledge-creation practices can mediate critical dimensions beyond key social media usage and capability, for example, system quality and service provision, to include the associated risk and value perceptions of citizen-government interactions. These interactions can contribute to forming and encouraging virtual communities of practice collecting, verifying, storing, disseminating, reusing, and sharing knowledge that can allow better government service and more vital citizen satisfaction. Using a multi-theoretical lens: this study investigates, within the Omani context, the impact of technological and cognitive aspects of citizen social media conversations on citizen satisfaction levels as mediated by knowledge creation. The results present many interesting findings based on the Python analysis of Omani citizens’ tweets on government services. The authors build upon and contribute to existing research on e-government from the citizen perspective and the practice of government social media management targeted at civilians’ satisfaction.