Impact of local governments’ social media engagement on citizens’ trust, satisfaction, and word-of-mouth: A study of Lima-Peru

Gustavo Leonidas Peña-Rosell; Christian Fernando Libaque-Saenz

doi:10.48009/3_iis_2025_2025_104

Impact of local governments’ social media engagement on citizens’ trust, satisfaction, and word-of-mouth: A study of Lima-Peru

Gustavo Leonidas Peña-Rosell
, Christian Fernando Libaque-Saenz

Producción científica: Contribución a una revista › Artículo de revista › revisión exhaustiva

Resumen

Este estudio investiga el papel del compromiso en redes sociales por parte de los alcaldes distritales de Lima, Perú, como un mecanismo para construir confianza ciudadana, satisfacción y comportamiento de recomendación electrónica (eWOM). La investigación se fundamenta en la Teoría del Intercambio Social (SET) y en los marcos de Estímulo-Organismo-Respuesta (SOR) para examinar cómo los diferentes tipos de contenido —videos frente a textos y fotos— utilizados por los alcaldes en su interacción en redes sociales influyen en la confianza hacia el alcalde y la municipalidad. A su vez, esta confianza impacta en la satisfacción ciudadana, lo que conduce al comportamiento eWOM. Una encuesta realizada a usuarios de redes sociales en Lima que siguen a sus autoridades locales destaca el potencial de las redes sociales para fortalecer la confianza y mejorar la satisfacción ciudadana. Los resultados demuestran que el contenido en video influye positivamente en la confianza hacia el alcalde y la municipalidad, aumentando la satisfacción y la recomendación electrónica positiva. Este estudio contribuye a la literatura al identificar el contenido en redes sociales como una herramienta de construcción de confianza en la gobernanza local y ofrece perspectivas prácticas para las municipalidades sobre estrategias efectivas en redes sociales para mejorar la participación ciudadana.

Idioma original	Inglés
Páginas (desde-hasta)	45-60
Número de páginas	16
Publicación	Issues in Information Systems
Volumen	26
N.º	3
DOI	https://doi.org/10.48009/3_iis_2025_2025_104
Estado	Publicada - 2025

Nota bibliográfica

Publisher Copyright:
© 2025 International Association for Computer Information Systems. All rights reserved.

ODS de las Naciones Unidas

Este resultado contribuye a los siguientes Objetivos de Desarrollo Sostenible

ODS 9: Industria, innovación e infraestructura
ODS 11: Ciudades y comunidades sostenibles
ODS 16: Paz, justicia e instituciones sólidas
ODS 17: Alianzas para lograr los objetivos

Palabras clave

Confianza en el gobierno local
Redes sociales (SNS)
Satisfacción ciudadana
Recomendación electrónica (eWOM)
Compromiso digital

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10.48009/3_iis_2025_2025_104Licencia: CC BY-NC-ND

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title = "Impact of local governments{\textquoteright} social media engagement on citizens{\textquoteright} trust, satisfaction, and word-of-mouth: A study of Lima-Peru",

abstract = "This study investigates the role of social media engagement by district mayors in Lima, Peru, as a mechanism to build citizen trust, satisfaction, and electronic word-of-mouth (eWOM) behavior. This research is grounded in the Social Exchange Theory (SET) and the Stimulus-Organism-Response (SOR) frameworks to examine how different types of content{\textemdash}videos versus text and photos{\textemdash}used by mayors in their interaction with social media influence trust towards both the mayor and municipality. In turn, this trust impacts citizen satisfaction, which leads to eWOM behavior. A survey conducted with social media users in Lima who follow their local government officials highlights the potential of social media to enhance trust and improve citizen satisfaction. Results demonstrate that video content positively influences trust in the mayor and the municipality, increasing satisfaction and positive eWOM. This study contributes to the literature by identifying social media content as a trust-building tool in local governance. It provides practical insights for municipalities on effective social media strategies to improve citizen engagement. ",

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author = "Pe{\~n}a-Rosell, \{Gustavo Leonidas\} and Libaque-Saenz, \{Christian Fernando\}",

year = "2025",

doi = "10.48009/3\_iis\_2025\_2025\_104",

language = "English",

volume = "26",

pages = "45--60",

number = "3",

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Impact of local governments’ social media engagement on citizens’ trust, satisfaction, and word-of-mouth: A study of Lima-Peru. / Peña-Rosell, Gustavo Leonidas; Libaque-Saenz, Christian Fernando.
En: Issues in Information Systems, Vol. 26, N.º 3, 2025, p. 45-60.

Producción científica: Contribución a una revista › Artículo de revista › revisión exhaustiva

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AB - This study investigates the role of social media engagement by district mayors in Lima, Peru, as a mechanism to build citizen trust, satisfaction, and electronic word-of-mouth (eWOM) behavior. This research is grounded in the Social Exchange Theory (SET) and the Stimulus-Organism-Response (SOR) frameworks to examine how different types of content—videos versus text and photos—used by mayors in their interaction with social media influence trust towards both the mayor and municipality. In turn, this trust impacts citizen satisfaction, which leads to eWOM behavior. A survey conducted with social media users in Lima who follow their local government officials highlights the potential of social media to enhance trust and improve citizen satisfaction. Results demonstrate that video content positively influences trust in the mayor and the municipality, increasing satisfaction and positive eWOM. This study contributes to the literature by identifying social media content as a trust-building tool in local governance. It provides practical insights for municipalities on effective social media strategies to improve citizen engagement.

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KW - Trust in local government

KW - Social networking sites (SNS)

KW - Citizen satisfaction

KW - Electronic word-of-mouth (eWOM)

KW - Digital engagement

KW - Word-of-mouth (eWOM)

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DO - 10.48009/3_iis_2025_2025_104

M3 - Article in a journal

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VL - 26

SP - 45

EP - 60

JO - Issues in Information Systems

JF - Issues in Information Systems

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Impact of local governments’ social media engagement on citizens’ trust, satisfaction, and word-of-mouth: A study of Lima-Peru

Resumen

Nota bibliográfica

ODS de las Naciones Unidas

Palabras clave

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