Evaluating the Impact of Trust in Government on Satisfaction with Public Services

Correa, Wivian A. dos R.; Iwama, Gabriela Yukari; Gomes, Marília Miranda Forte; Pedrosa, Glauco Vitor; Silva, Wander C. P.; Figueiredo, Rejane Maria da Costa

doi:10.1007/978-3-031-15086-9_1

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Perceived Trust1

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2024

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“…Factors contributing to Perceived Trust include data protection measures and the overall credibility of the government in safeguarding user data. Building and maintaining trust is a critical element in promoting citizen engagement and satisfaction with the e-services offered by government agencies (Pedrosa et al 2022;Shayganmehr et al 2023).…”

Section: Perceived Trustmentioning

confidence: 99%

Factors Influencing User Perception and Adoption of E-Government Services

Ilieva,

Yankova,

Ruseva

et al. 2024

Administrative Sciences

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The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on user satisfaction by integrating both traditional and modern data analysis techniques. Structural Equation Modelling (SEM), machine learning (ML) techniques, and multi-criteria decision-making (MCDM) methods have been applied to survey data to uncover the interdependencies between variables from the perspective of online users. The developed models discover and explain the underlying relationships in user attitudes towards e-government services. As the perception of customer satisfaction is subjective and dynamic, stakeholders should conduct regular measurements and data analysis to ensure continuous improvement of e-public services.

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Section: Perceived Trustmentioning

confidence: 99%