The influence of social media on e-democracy in respect of governance and service delivery within eThekwini metropolitan municipality

This study investigated the transformative role of social media in fostering e-democracy, focusing on governance and service delivery within the eThekwini Metropolitan Municipality. Anchored in theoretical frameworks such as Techno-Optimism, Filter Bubble Theory, Digital Citizenship, Decentralised Participatory Democracy (DPD), and Digital Public Infrastructure (DPI), the research critically evaluates the potential and limitations of social media as a tool for civic engagement, public accountability, and enhanced governance. A mixed-methods approach, anchored on the pragmatism philosophy, was adopted, combining quantitative data from 414 social media users and qualitative insights from 20 municipal officials and 10 political party administrators. The quantitative analysis reveals that 76% of respondents believe social media improves transparency in governance, while 63% consider it an effective tool for holding officials accountable. Conversely, 58% identify misinformation as a major challenge, with 47% reporting exposure to disinformation during significant municipal events. The qualitative data, analysed thematically, underscores the dual role of social media in amplifying public advocacy and potentially exacerbating polarization and echo chambers. The study also highlights the rapid adoption of digital platforms in eThekwini. For example, 52% of residents access the internet via mobile devices, and the municipality has implemented over 90 free public Wi-Fi sites to bridge digital divides. However, challenges persist, including algorithmic biases and limited digital literacy among marginalised groups. The findings emphasize the importance of algorithmic transparency, media literacy initiatives, and robust digital public infrastructure. By integrating participatory tools such as online forums and citizen-driven feedback systems, municipalities like eThekwini can enhance service delivery and strengthen democratic engagement. This research offers actionable recommendations to policymakers, contributing to a deeper understanding of the interplay between social media and governance in the digital age.

Grantor dc:publisher.institution

University of Zululand

Year dc:date.issued

2025

Author dc:creator

• Jiyane, Siphelele E.

Advisor dc:contributor.advisor

• Jili-Mbanjwa, N.N

Licence

• https://uzspace.unizulu.ac.za/bitstreams/7941832c-d71f-4956-956f-d5b4c91144e3/download