Authentic Digital Interaction with E-Government: A Systematic Review of Key Determinants

Authentic Digital Interaction (ADI) refers to citizens’ direct, secure, and independent engagement with e-government services without reliance on intermediaries. This systematic literature review applies ADI as an organizing lens to synthesize recent empirical evidence on determinants shaping citizen interaction with e-government. Following PRISMA, 178 peer-reviewed studies published between January 2020, and October 2025 were identified across five databases, and 43 met the inclusion criteria. Descriptive mapping and ADI-guided narrative synthesis were used to consolidate related determinants and interpret their associations and contextual conditions. The review identifies three dominant patterns: perceived usefulness and performance expectancy are most frequently associated with intention, use, and continuance; trust and confidence shape whether perceived benefits translate into engagement; and policy and governance condition service consistency and the effects of usability and accessibility. Theoretically, the review shows that ADI provides a useful lens for interpreting e-government research beyond adoption and satisfaction by emphasizing direct, trustworthy, inclusive, and independent citizen interaction. Practically, the findings suggest that public agencies should prioritize accessible design, transparent processes, visible safeguards, and supportive governance arrangements. However, no formal risk-of-bias assessment was conducted. In addition, the evidence base remains limited by the sparse examination of participation, value co-creation, autonomy, and empowerment, and the review protocol, although prepared in advance, was not registered.