The Digital Divide and Citizens' Perceptions of Government Responsiveness: A Case Study of Udon Thani Municipality, Thailand
Abstract
Globally, digital technology is indispensable to people's daily life. Since the 1990s, the Thai government has attempted to use digital technology as a tool for national and local government administration and public services. Literature advises additional research on the digital divide, particularly on the effects of the digital divide on public views of government responsiveness. This study seeks to address the question, "How does the extent to which citizens have access to and utilize digital technologies influence their perceptions of government responsiveness?" This research focuses on the residents of Udon Thani Municipality, one of the major cities in Thailand. The researchers employ a quantitative research method, collect data by surveying the opinions of 130 individuals using questionnaires, and then use multiple linear regression analysis to determine the relationship between citizens' perceptions of the responsiveness of the Udon Thani Municipality and digital capacity, as well as other personal characteristics. The results demonstrate that citizens' access to and benefit from digital technology affects their perceptions of government responsiveness. Marital status and age are found to be also correlated with perceptions of government responsiveness. These insights underscore the importance of incorporating digital inclusivity in policy strategies to foster an environment where all citizens feel heard and served by their government. Recommendations are also provided regarding the supply and delivery of urban public services through digital technology during a transitional era in which people's access to and utilization of digital technology continues to vary.
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