Determinants of Trust in E-Government

Wang, Tao; Lu, Youming

doi:10.1109/cise.2010.5676832

Cited by 15 publications

(16 citation statements)

References 15 publications

(12 reference statements)

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“…System quality refers to the performance of the system and its reliability and accessibility. Service quality reflects the citizens' evaluation of the service quality with respect to the service that they actually receive and what they expect (Wang et al, 2010).  Government agencies' factors: the reputation of an agency and past experience are fundamental factors of government agencies (Beldad et al, (2011)).…”

Section: The Conceptual Framework and Hypothesesmentioning

confidence: 99%

Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework

Alzahrani

Al‐Karaghouli

Weerakkody

2017

International Business Review

222

186

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Although the success adoption of e-government contingent upon citizens' trust and their willingness to use it, little consideration has been paid to explore the adoption of e-government from citizens' trust perspective. This paper provides a critical and systematic review of the current literature on citizens' trust in e-government, with a particular focus on the most critical factors influencing citizens' trust in respect of the adoption of e-government. The extant literature was identified through six electronic databases, from 2000 to 2014. Academic articles were reviewed if they contained a relevant discussion of the antecedents or factors influencing citizens' trust in e-government adoption. The findings of this review reveal that several studies have been conducted in the area of trust in e-government (particularly trust in government and trust in the internet) with limited consideration to citizen's aspects of trust (such as personality, culture, gender, experience, education level, beliefs and value systems). Based on the findings of the review, a conceptual framework is proposed by developing the updated DeLone and McLean IS Success Model to establish a framework which presents the antecedents of trust in e-government adoption.

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Section: The Conceptual Framework and Hypothesesmentioning

confidence: 99%

Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework

Alzahrani

Al‐Karaghouli

Weerakkody

2017

International Business Review

222

186

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“…According to Williams et al, trust in technology is a crucial determinant for the uptake of m-payment service by customers [65]. Trust in the government and the Internet were also the main factors contributing to citizen trust in e-government [84].…”

Section: Legal Advice Servicesmentioning

confidence: 99%

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Ejdys

Gulc

2020

Sustainability

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Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.

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“…A total of 71 research studies (Al‐Rashidi, 2010; Andersen, 2006; Axelsson et al , 2010; Chango, 2007; Hwang et al , 2004; Norris, 2009; Wang and Lu, 2010; Wiredu, 2010) explored the challenges and barriers of e‐government adoption research. This was further broken down into challenges/barriers for implementation of e‐government system (Adeyemo, 2011; Aman and Kasimin, 2011; Chango, 2007; Ni and Ho, 2005; Wang and Hou, 2010) and challenges/barriers for adoption (Berdykhanova et al , 2010; Ray, 2011; Shalini, 2009; Weerakkody and Choudrie, 2005; Wescott, 2004).…”

Section: E‐government Adoption: Challenges and Barriersmentioning

confidence: 99%

“…Wang and Hou (2010) investigated the internal and external barriers to the e‐government implementation and revealed that governmental and regulatory barriers, lack of communication among agencies were some of the external obstacles whereas fast technical change, digital divide, privacy and security, citizen belief and flawless services were some of the internal barriers. Wang and Lu (2010) determined lack of trust as one of the key barriers for citizen participation with e‐government system.…”

Section: E‐government Adoption: Challenges and Barriersmentioning

confidence: 99%

Analysing challenges, barriers and CSF of egov adoption

Rana

Dwivedi

Williams

2013

Transforming Government: People, Process and Policy

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PurposeThe purpose of this paper is to systematically review and analyse the critical challenges and barriers of e‐government adoption. Such review aims to suggest the salient facts about the issues of successful implementation or adoption of the e‐government services under different circumstances to the researchers.Design/methodology/approachA total of 78 relevant research papers reviewing and analysing the challenges, barriers, and critical success factors were selected from a set of overall 448 articles on e‐government adoption research. These studies were comprehensively reviewed to examine some of the most significant supply and demand‐side challenges, barriers, and critical success factors explored by different studies in this context.FindingsThe findings indicated that technological barriers, lack of security and privacy, lack of trust, lack of resources, digital divide, poor management and infrastructure, lack of awareness, legal barriers, lack of IT infrastructure, and resilience were among some of the most commonly experienced challenges and barriers across the relevant studies. Moreover, it was also found that challenges and barriers associated with supply‐side (i.e. implementation) (C=53) were almost three times to the one applied to the demand‐side (i.e. adoption) (C=18). Furthermore, it was also found that citizen's satisfaction, information accuracy, security, and privacy were some of the critical factors for the success of e‐government initiatives.Research limitations/implicationsThis research only reviews the challenges, barriers and critical success factors and leaving apart many other research themes such as impact, digital divide, security, privacy, trust, and risk of e‐government adoption. Moreover, the theoretical and methodological paradigm of this research have not been explored.Originality/valueThis paper presents a comprehensive review of the challenges, barriers, and critical success factors of the e‐government adoption research both with regard to supply as well as demand side. Such review allows us to provide not only a brief account of the issues experienced in the e‐government research, but also prescribes the guidelines for the governments to consider certain facts before successfully implement their e‐government initiatives. Such a comprehensive review of e‐government adoption literature has not been performed earlier.

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Determinants of Trust in E-Government

Cited by 15 publications

References 15 publications

Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework

Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Analysing challenges, barriers and CSF of egov adoption

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