Effectiveness of Government and Its Relationship with Citizen Support on Social Media. The Case of the Colombian Coffee Cultural Landscape
DOI:
https://doi.org/10.17533/udea.espo.n72a11Keywords:
Political Behavior, Governance, Government Effectiveness, Citizen Support, Social Media, ColombiaAbstract
This study addresses the question: How does government effectiveness influence citizen support on social media? The research identifies components of governmental effectiveness—such as policy credibility and the quality of non-economic services—as having a significant impact on the volume and intensity of digital citizen support. Using a quantitative and mixed-methods approach, the study integrates content analysis, data mining techniques, and structural modeling based on indicators adapted to the Colombian context. The findings reveal that, while debt management has no perceptible impact, budgetary credibility increases the volume of interactions. Paradoxically, higher quality in cultural and educational services leads to more comments, but with increased negativity, suggesting a tension between citizen expectations and institutional narratives. Connecting classical governance indicators with digital interaction metrics (contrasting with previous studies that treated both phenomena separately) constitutes a significant scientific contribution. This is especially relevant as social media platforms increasingly serve as arenas for legitimizing or criticizing public management in decentralized democratic contexts.
Downloads
References
(1) Adorno, Theodor W. (2001). Epistemología y ciencias sociales. Cátedra. https://doi.org/10.1111/j.1365-2664.2010.01878.x
(2) Afonso, António; Gomes, Pedro & Rother, Philipp. (2011). Short‐ and Long‐Run Determinants of Sovereign Debt Credit Ratings. International Journal of Finance & Economics, 16 (1), pp. 1-15. https://doi.org/10.1002/ijfe.416
(3) Alam, Muhammad; Abid, Fazeel; Guangpei, Cong & Yunrong, L. V. (2020). Social Media Sentiment Analysis through Parallel Dilated Convolutional Neural Network for Smart City Applications. Computer Communications, 154, pp. 129-137. https://doi.org/10.1016/j.comcom.2020.02.044
(4) Arango-Pastrana, Carlos Alberto; Osorio-Andrade, Carlos Fernando e Arango-Espinal, Edwin. (2021). eWOM nos tempos de COVID-19: uma análise empírica das marcas colombianas no Facebook. Estudios Gerenciales, 37 (158), pp. 28-36. https://doi.org/10.18046/j.estger.2021.158.4267
(5) Arshad, Saman & Khurram, Sobia. (2020). Can Government’s Presence on Social Media Stimulate Citizens’ Online Political Participation? Investigating the Influence of Transparency, Trust, and Responsiveness. Government Information Quarterly, 37 (3). https://doi.org/10.1016/j.giq.2020.101486
(6) Atehortúa Ríos, Carlos Alberto. (2007). Control en las empresas de servicios públicos domiciliarios. Con-texto, 21, pp. 19-62.
(7) Bansal, Harvir & Voyer, Peter. (2000). Word-of-Mouth Processes within a Services Purchase Decision Context. Journal of Service Research, 3 (2), pp. 166-177. https://doi.org/10.1177/109467050032005
(8) Bovaird, Tony & Löffler, Elke. (2003). Evaluating the Quality of Public Governance: Indicators, Models and Methodologies. International Review of Administrative Sciences, 69, pp. 313-328. https://doi.org/10.1177/0020852303693002
(9) Buttle, Francis. (1998). Word of Mouth: Understanding and Managing Referral Marketing. Journal of Strategic Marketing, 6 (3), pp. 241-254. https://doi.org/10.1080/096525498346658
(10) Callahan, Kathe. (2007). Elements of Effective Governance Measurement Accountability and Participation. Taylor & Francis. https://doi.org/10.1201/9781420013429
(11) Colombia. Congreso de la República. Ley 617. (6 de octubre de 2000). Por la cual se reforma parcialmente la Ley 136 de 1994, el Decreto Extraordinario 1222 de 1986, se adiciona la ley orgánica de presupuesto, el Decreto 1421 de 1993, se dictan otras normas tendientes a fortalecer la descentralización, y se dictan normas para la racionalización del gasto público nacional. https://www.funcionpublica.gov.co/eva/gestornormativo/norma.php?i=3771
(12) Colombia. Congreso de la República. Ley 1473. (5 de julio de 2001). Por medio de la cual se establece una regla fiscal y se dictan otras disposiciones. http://www.secretariasenado.gov.co/senado/basedoc/ley_1473_2011.htm
(13) Colombia. Departamento Nacional de Planeación. Documento Conpes 3803. (13 de febrero de 2014). Política para la preservación del Paisaje Cultural Cafetero de Colombia. https://colaboracion.dnp.gov.co/CDT/Conpes/Econ%C3%B3micos/3803.pdf
(14) Criado, Ignacio; Sandoval-Almazan, Rodrigo & Gil-Garcia, Ramon. (2013). Government Innovation through Social Media. Government Information Quarterly, 30 (4), pp. 319-326. https://doi.org/10.1016/j.giq.2013.10.003
(15) Da Cruz, Nuno F. & Marques, Rui Cunha. (2016). Structuring Composite Local Governance Indicators. Policy Studies, 38 (2), pp. 109-129. https://doi.org/10.1080/01442872.2016.1210117
(16) Decastro, Santiago; Hoyos, María Camila y Umaña, Verónica. (2011). Legalización de barrios informales Prestación de servicios públicos: ¿una medida constitucional paliativa o un paso hacia la legalización? Universidad de los Andes.
(17) Departamento Nacional de Planeación (DNP). (2020). Medición del desempeño municipal 2020. DNP. https://colaboracion.dnp.gov.co/CDT/Desarrollo%20Territorial/Portal%20Territorial/MDM/Resultados_MDM_2020.pdf
(18) Departamento Nacional de Planeación (DNP). (2021a). Desempeño integral IICRL. DNP. https://www.dnp.gov.co/programas/desarrollo-territorial/evaluacion-y-seguimiento-de-la-descentralizacion/Paginas/documentos-de-evaluacion.aspx
(19) Departamento Nacional de Planeación (DNP). (2021b). Medición nuevo índice de desempeño fiscal territorial. Subdirección de Descentralización y Fortalecimiento Fiscal Dirección de Descentralización y Desarrollo Regional. https://sisfut.dnp.gov.co/Uploads/4/Gu%C3%ADa%20Metodolog%C3%ADa%20Medici%C3%B3n%20Nuevo%20IDF.pdf
(20) DePaula, Nic; Dincelli, Ersin & Harrison, Teresa. (2018). Toward a Typology of Government Social Media Communication: Democratic Goals, Symbolic Acts and Self-Presentation. Government Information Quarterly, 35 (1), pp. 98-108. https://doi.org/10.1016/j.giq.2017.10.003
(21) Echebarría, Koldo y Mendoza, Xavier. (1999). La especificidad de la gestión pública: el concepto de management público. En: Losada i Marrodán, Carlos (ed.). ¿De burócratas a gerentes? Las ciencias de la gestión aplicadas a la administración del Estado (pp. 15-46). BID.
(22) Feres, Juan Carlos y Mancero, Xavier. (2001). El método de las necesidades básicas insatisfechas (NBI) y sus aplicaciones en América Latina. Cepal.
(23) Fidelis, Teresa & Pires, Sara Moreno. (2009). Surrender or Resistance to the Implementation of Local Agenda 21 in Portugal: The Challenges of Local Governance for Sustainable Development. Journal of Environmental Planning and Management, 52 (4), pp. 497-518. https://doi.org/10.1080/09640560902868363
(24) Fornell, Claes & Larcker, David. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18, pp. 39-50. https://doi.org/10.1177/002224378101800104
(25) Guo, Junpeng; Liu, Na; Wu, Yi, & Zhang, Chunxin. (2021). Why Do Citizens Participate on Government Social Media Accounts During Crises? A Civic Voluntarism Perspective. Information & Management, 58 (1). https://doi.org/10.1016/j.im.2020.103286
(26) Hair, Joseph; Anderson, Rolph; Tatham, Ronald & Black, William. (1999). Análisis multivariante. Prentice-Hall.
(27) Harrison-Walker, Jean. (2001). E-Complaining: A Content Analysis of an Internet Complaint Form. Journal of Services Marketing, 15 (5), pp. 397-412. https://doi.org/10.1108/EUM0000000005657
(28) Hendriks, Frank. (2014). Understanding Good Urban Governance: Essentials, Shifts, and Values. Urban Affairs Review, 50 (4), pp. 553-576. https://doi.org/10.1177/1078087413511782
(29) Henseler, Jörg; Ringle, Christian & Sarstedt, Marko. (2015). A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science, 43 (1), pp. 115-135. https://doi.org/10.1007/s11747-014-0403-8
(30) Hong, Hyehyun. (2013). Government Websites and Social Media’s Influence on Government-Public Relationships. Public Relations Review, 39 (4), pp. 346-356. https://doi.org/10.1016/j.pubrev.2013.07.007
(31) Huhe, Narisong; Tang, Min & Chen, Jie. (2018). Creating Democratic Citizens: Political Effects of the Internet in China. Political Research Quarterly, 71 (4), pp. 757-771. https://doi.org/10.1177/1065912918764338
(32) Hutahaean, Marlan; Eunike, Ixora Javanisa & Silalahi, Andri Dayarana K. (2023). Do Social Media, Good Governance, and Public Trust Increase Citizens’e-Government Participation? Dual Approach of PLS-SEM and fsQCA. Human Behavior and Emerging Technologies, 1. https://doi.org/10.1155/2023/9988602
(33) International Public Sector Accounting Standards Board (IPSASB). (2020). Handbook of International Public Sector Accounting Pronouncements, Volumen I. IFAC.
(34) Jones, Jeff & Waller, Niels. (2013). Computing Confidence Intervals for Standardized Regression Coefficients. Psychological Methods, 18 (4), pp. 435-453. https://doi.org/10.1037/a0033269
(35) Jünger, Jakob & Keyling, Till. (2021). Facepager (4) [Software de computadora]. University of Stuttgart, Institute of Communication Science. https://github.com/strohne/Facepager
(36) Kaplan, Andreas & Haenlein, Michael. (2010). Users of the World, Unite! The Challenges and Opportunities of Social Media. Business Horizons, 53 (1), pp. 59-68. https://doi.org/10.1016/j.bushor.2009.09.003
(37) Khan, Sohrab; Umer, Rahila; Umer, Shumaila & Naqvi, Shabbar. (2021). Antecedents of Trust in Using Social Media for E-Government Services: An Empirical Study in Pakistan. Technology in Society, 64. https://doi.org/10.1016/j.techsoc.2020.101400
(38) Kumlin, Staffan. (2004). The Personal and the Political. In: The Personal and the Political: How Personal Welfare State Experiences Affect Political Trust and Iideology (pp. 3-19). Palgrave Macmillan. https://doi.org/10.1057/9781403980274
(39) Lanier, Jaron. (2018). Diez razones para borrar tus redes sociales de inmediato. Debate.
(40) Lawrence, Geoffrey Alan. (2005). Promoting Sustainable Development: The Question of Governance. New Directions in the Sociology of Global Development, 11 (1), pp. 145-174. https://doi.org/10.1016/S1057-1922(05)11006-3
(41) Li, Yixiao; Hu, Yaoqi & Yang, Shuiqing. (2023). Understanding Social Media Users’ Engagement Intention toward Emergency Information: The Role of Experience and Information Usefulness in a Reciprocity Framework. Information Technology & People, 36 (4), pp. 1459-1483. https://doi.org/10.1108/ITP-10-2021-0753
(42) Liu, Yong. (2006). Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue. Journal of Marketing, 70 (3), pp. 74-89. https://doi.org/10.1509/jmkg.70.3.74
(43) Loukis, Euripidis; Charalabidis, Yannis & Androutsopoulou, Aggeliki. (2017). Promoting Open Innovation in the Public Sector through Social Media Monitoring. Government Information Quarterly, 34 (1), pp. 99-109. https://doi.org/10.1016/j.giq.2016.09.004
(44) Martínez, Eugenio; Matin, María Teresa; Perea, José y Ureña, Alfonso. (2011). Técnicas de clasificación de opiniones aplicadas a un corpus en español. Procesamiento Del Lenguaje Natural, 47, pp. 163-170.
(45) Mergel, Ines. (2012). The Social Media Innovation Challenge in the Public Sector. Information Polity, 17 (3-4), pp. 281-292. https://doi.org/10.3233/IP-2012-000281
(46) Michels, Ank & de Graaf, Laurens. (2010). Examining Citizen Participation: Local Participatory Policy Making and Democracy. Local Government Studies, 36 (4), pp. 477-491. https://doi.org/10.1080/03003930.2010.494101
(47) Mierswa, Ingo & Klinkenberg, Ralph. (2021). RapidMiner Studio (9.6) [Computer software]. RapidMiner, Inc. https://rapidminer.com
(48) Ministerio de Cultura y Federación Nacional de Cafeteros. (2010). Coffee Cultural Landscape. Ministerio de Cultura. https://whc.unesco.org/uploads/nominations/1121.pdf
(49) Nabatchi, Tina & Leighninger, Matt. (2015). Public Participation for 21st Century Democracy. John Wiley & Sons. https://doi.org/10.1002/9781119154815
(50) Ortiz-Rodríguez, Oscar Orlando; Sonnemann, Guido & Villamizar-G, Raquel. (2021). The carbon footprint of water treatment as well as sewer and sanitation utilities of Pamplona in Colombia. Environment, Development and Sustainability, 24, 3982-3999. https://doi.org/10.1007/s10668-021-01598-4
(51) Pang, Bo & Lee, Lilian. (2008). Using Very Simple Statistics for Review Search: An Exploration. In: Coling 2008: Companion volume: Posters (pp. 75-78). Coling 2008 Organizing Committee
(52) Polania, Felipe; Suaza Nivia, Carolina; Arévalo Fierro, Natalia y González, David. (2017). La cultura financiera como el nuevo motor para el desarrollo económico en Latinoamérica. (Tesis inédita de pregrado). Universidad EAN, Bogotá, D. C.
(53) Ramírez Arias, Sebastián y Saldarriaga Ramírez, Carolina. (2020). Guía para interpretar el Paisaje Cultural Cafetero. SENA y Centro de Atención Sector Agropecuario.
(54) Ringle, Christian; Wende, Sven & Becker, Jan-Michael. (2015). SmartPLS (3) [Computer software]. SmartPLS GmbH. https://www.smartpls.com
(55) Shah, Anwar. (2014). Responsibility with Accountability: A FAIR Governance Framework for Performance Accountability of Local Governments. Zbornik Radova Ekonomskog Fakulteta U Rijeci, 32 (2), pp. 343-377.
(56) Song, Changsoo & Lee, Jooho. (2016). Citizens’ Use of Social Media in Government, Perceived Transparency, and Trust in Government. Public Performance & Management Review, 39 (2), pp. 430-453. https://doi.org/10.1080/15309576.2015.1108798
(57) Stojanovic, Igor; Andreu, Luisa & Curras-Perez, Rafael. (2018). Effects of the Intensity of Use of Social Media on Brand Equity. European Journal of Management and Business Economics, 27 (1), pp. 83-100. https://doi.org/10.1108/EJMBE-11-2017-0049
(58) Superintendencia de Servicios Públicos Domiciliarios (SSPD). (2021). Informe nacional de coberturas de los servicios públicos de acueducto, alcantarillado y aseo-2020. Superservicios. https://www.superservicios.gov.co/sites/default/files/inline-files/informe_nacional_de_coberturas_de_los_servicios_publicos_aaa_2020_vf_a%20%281%29.pdf
(59) Svirak, Nikola & Urbánek, Tomás. (2023). Enhancing Citizen Participation through Social Media Engagement: The Case of Czech Municipal Facebook. Scientific Papers of the University of Pardubice, 31 (1). https://doi.org/10.46585/sp31011553
(60) Tang, Zhenya; Miller, Andrew; Zhou, Zhou & Warkentin, Merrill. (2021). Does Government Social Media Promote Users’ Information Security Behavior towards COVID-19 Scams? Cultivation Effects and Protective Motivations. Government Information Quarterly, 38 (2). https://doi.org/10.1016/j.giq.2021.101572
(61) Tavares, António & de Sousa, Luis (coords.). (2018). Qualidade da governação local em Portugal. FunDação Francisco Manuel Dos Santos.
(62) Teles, Filipe. (2012). Local Governance, Identity and Social Capital: A Framework for Administrative Reform. Theoretical and Empirical Researches in Urban Management, 7, pp. 20-34.
(63) Teles, Filipe; de Sousa, Luis; Moreno Pires, Sara; Macedo, Ana & Mota, Luis. (2017). Assessing the Quality of Local Governance: A Review of Normative Principles and Theoretical Approaches. ECPR Annual Conference, Oslo.
(64) Teso, Elena; Olmedilla, Maria; Martínez-Torres, Rocio & Toral, Sergio. (2018). Application of Text Mining Techniques to the Analysis of Discourse in eWOM Communications from a Gender Perspective. Technological Forecasting and Social Change, 129, pp. 131-142. https://doi.org/10.1016/j.techfore.2017.12.018
(65) Todisco, Lucio; Tomo, Andrea; Canonico, Paolo; Mangia, Gianluigi & Sarnacchiaro, Pasquale. (2021). Exploring Social Media Usage in the Public Sector: Public Employees’ Perceptions of ICT’s Usefulness in Delivering Value Added. Socio-Economic Planning Sciences, 73. https://doi.org/10.1016/j.seps.2020.100858
(66) Torres-Salcido, Gerardo & Sanz-Cañada, Javier. (2018). Territorial Governance. A Comparative Research of Local Agro-Food Systems in Mexico. Agriculture, 8 (2), 18. https://doi.org/10.3390/agriculture8020018
(67) Tsypkin, Yury; Kamaev, Roman; Orlov, Stepan; Pakulina, Alevtyna & Kalinichenko, Ludmila. (2020). Increase of Quality of Provision of Social and Information Services to Population in the Conditions of Development of the Digital Economy. In: Kolmykova, Tatiana & Kharchenko, Ekaterina V. (Eds.). Digital Future Economic Growth, Social Adaptation, and Technological Perspectives (pp. 253-264). Springer. https://doi.org/10.1007/978-3-030-39797-5_26
(68) Vrabie, Catalin. (2023). E-Government 3.0: An AI Model to Use for Enhanced Local Democracies. Sustainability, 15 (12). https://doi.org/10.3390/su15129572
(69) Yavetz, Gal & Aharony, Noa. (2020). Social Media in Government Offices: Usage and Strategies. Aslib Journal of Information Management, 72 (4), pp. 445-462. https://doi.org/10.1108/AJIM-11-2019-0313
(70) Yuan, Yuan; Dwivedi, Yogesh; Tan, Garry; Cham, Tat-Huei; Ooi, Keng-Boon; Aw, Eugene & Currie, Wendy. (2023). Government Digital Transformation: Understanding the Role of Government Social Media. Government Information Quarterly, 40 (1). https://doi.org/10.1016/j.giq.2022.101775
(71) Zhang, Xianfeng; Yu, Yang; Li, Hongxiu X. & Lin, Zhangxi. (2016). Sentimental Interplay between Structured and Unstructured User-Generated Contents an Empirical Study on Online Hotel Reviews. Online Information Review, 40 (1), pp. 119-145. https://doi.org/10.1108/oir- 04-2015-0101
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Edwin Arango Espinal, Carlos Fernando Osorio Andrade, Marisol Uribe Jiménez
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Estudios Políticos authorizes the copy of articles and texts for academic purposes or the internal use of institutions as long as the proper citation of the source is provided. Total or partial reproduction of the journal with different purposes should have an explicit authorization by the Institute of Politic Studies of the University of Antioquia.
The views and opinions expressed in the articles are those of the authors and do not necessary reflect or bind those of the Institute of Political Studies of the University of Antioquia.
