Enhancing Public Service Satisfaction through Metaverse Integration: Urban Development, Social Interaction, and Policy Implications

Purpose: This study aims to explore how integrating the metaverse can enhance public satisfaction with public services by examining its perceived effects on urban development, social interactions, and promotional policies. Specifically, it addresses the following research questions: 1) How do metaverse-enabled public services that enhance community development and promote the sustainable residential areas influence public satisfaction? 2) How do metaverse-enabled public services fostering social interactions among citizens affect public satisfaction? 3) How do government policies supporting metaverse-based public services impact public satisfaction? Research design, data and methodology: An online survey was conducted in collaboration with a reputable research firm. This study employed multiple regression analysis to test the proposed hypotheses. Results: The findings indicate that metaverse-enabled public services enhancing urban development in residential areas and fostering positive social interactions significantly improve public satisfaction. Furthermore, government policies promoting and revitalizing public services through metaverse technologies have a substantial positive effect on public satisfaction. Conclusions: The results provide valuable managerial and policy insights. They highlight the potential of metaverse technologies as effective tools for city marketing and citizen relationship management, contributing to stronger local communities and enhanced societal connectivity.