The Impact of Social Media on Public Service Reform: Mediating Role of Netizen’s Engagement in Cambodia

Abstract

After social media has played the vital role in Cambodia, the voice of citizens has been being raised up to the public with what they are concerning in their daily lives especially the public service delivery. Thus, the paper is talked on the impact of social media on the public service reform in Cambodia. The main theme focuses on the mediating role of netizen’s engagement. The research is going to explore how the social media is the key factor to improve the public service delivery. Based on the data analysis, the netizen’s engagement is really plays the major role in public service reform through the social media. In contrast, the social media will be the two sharped knife to the netizen when its’ role is not independent and trustful. Furthermore, the paper will provide the recommendations and strategy to the government, researchers, and scholars to presumably understand how important social media is toward the public service reform.

Key Words: Social Media, Public Service, Impact, Netizen, Engagement, and Reform.