The Role of Digital Diplomacy in Enhancing Consular Services and Citizen Satisfaction: The Case of Libyan Nationals Abroad

Abstract

This study examined the use of digital diplomacy in Libyan embassies and consulates abroad and its relationship with Libyan citizens’ satisfaction with consular services. Using a descriptive-analytical approach, an electronic questionnaire was distributed to 167 Libyans residing abroad and analyzed with SPSS. Findings showed a moderate level of digital platform usage, with email and official websites being most common. Satisfaction with digital consular services was very high, particularly for passport issuance and birth registration. Significant differences in platform usage were found by country of residence in favor of Turkey, while no differences were found by gender. The study concludes that digital diplomacy has improved consular service quality and communication. It recommends developing digital content, training staff, and activating auto-reply systems.