“…Research demonstrates that SNS use increases the likelihood for users to interact with government representatives directly and observe the interactions of other users with government representatives passively. Furthermore, e-governance effectiveness is based on web interactivity with citizens, transparency, and access to information through various information communication technologies, including SMS, websites, emails, and helplines (Patrucco et al, 2020). E-governance has been related to the public's active engagement and word-of-mouth, as SNS services operate on this phenomenon where citizens can share, post, and comment on various issues (Kuru, 2009).…”