The effects of trust on behavioral intention and use behavior within e-government contexts

Hooda, Apeksha; Gupta, Parul; Jeyaraj, Anand; Giannakis, Mihalis; Dwivedi, Yogesh K.

doi:10.1016/j.ijinfomgt.2022.102553

Cited by 119 publications

(67 citation statements)

References 137 publications

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“…This suggests that citizens' trust is critical in determining their participation in e-government. As a result, a higher level of participation in e-government will result from the awareness of the risk and uncertainty associated with egovernment [73]. This finding is consistent with Khan et al [40], who found that trust in e-government significantly impacts participation.…”

Section: Discussionsupporting

confidence: 86%

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

Hutahaean

Eunike

Silalahi

2023

Human Behavior and Emerging Technologies

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Citizens’ participation in e-government is imperative for the government as it implies citizens’ participation in public policy. Furthermore, how government strategies allocate resources to increase participation in e-government is essential to investigate. Nevertheless, scant literature debates how e-government can facilitate citizen participation as part of the government’s deliberative policy-making process. To fill the gap, this study uses social media, good governance, and trust to predict e-government participation and testing the hypothesis using PLS-SEM and fsQCA on 455 Indonesian participants who have experience with e-government. The results from SEM confirmed that trust in e-government is the principal predictor of achieving citizens’ participation. To achieve citizens’ trust in e-government, the government must consider perceived ease of use and usefulness as critical factors while spreading e-government-related information on social media. At the same time, transparency from the good governance aspect enhances citizens’ trust. The results of fsQCA equip theoretical and practical insights for the government to determine whether citizens have high or low levels of e-government participation. In achieving high e-government participation, trust, information quality, perceived ease of use, and perceived usefulness are necessary. Besides, low participation occurs when information about e-government is absent on social media and do not care about good governance. These findings will assist the government in comprehensively improving public services through social media and good governance.

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Section: Discussionsupporting

confidence: 86%

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

Hutahaean

Eunike

Silalahi

2023

Human Behavior and Emerging Technologies

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“…Meanwhile, [62] suggested that behavioral intention significantly and positively impacts the user behavior of consumers during the period of COVID-19. Though there is a considerable amount of past literature [63][64][65] that provided ample theoretical evidence, little attention focused on 3 Human Behavior and Emerging Technologies the use of financial technology and mobile payment [66]. Consequently, this research formulated a hypothesis: Hypothesis 6.…”

Section: Behavioral Intention and Usementioning

confidence: 98%

Moderating Role of Perceived Trust and Perceived Service Quality on Consumers’ Use Behavior of Alipay e-wallet System: The Perspectives of Technology Acceptance Model and Theory of Planned Behavior

Tian

Chan

Suki

et al. 2023

Human Behavior and Emerging Technologies

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The advancement of e-wallet systems, including Alipay, has led consumers to embrace digital payment with financial technologies. Yet, limited research focused on the usage of e-wallets in the context of emerging economies. This research is aimed at investigating the predictors of consumers’ use behavior of the Alipay e-wallet system in an emerging market and moderating role of perceived trust and perceived service quality on this relationship. The technology acceptance model (TAM) and the theory of planned behavior (TPB) were applied as the guiding principle. Data gathered via online surveys among 378 Malaysian Alipay users were analyzed using the partial least square-structural equation modeling (PLS-SEM) approach. The results reveal that all hypotheses were significant towards consumers’ intention to use Alipay in an emerging market except for the moderating role of perceived trust. Perceived usefulness was the strongest predictor factor towards consumers’ intention to use Alipay in an emerging market. This is followed by perceived ease of use. They heavily emphasize the superiorities of Alipay over other e-wallet systems such as efficiency and convenience for conducting financial activities. This study contributes to the existing literature by proposing a comprehensive integrated research model. The research outcome can serve as a guideline for service providers towards enhancing consumers’ adoption of e-wallets for digital payment with financial technologies.

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“…The emergence of information technology coupled with mobile technology usage and internet access in rural areas offers an opportunity to enhance government service deliveries (Aker and Mbiti, 2010; Carter et al , 2022; Hooda et al , 2022; Kim et al , 2019; Mukti et al , 2021; Sharma et al , 2021; Upadhyay et al , 2022). The increased focus in public policymaking on digitization and digitalization is an added facilitator.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Challenges and opportunities in IT transformation of public service delivery: case of India Post

Sinha

Mukhopadhyay

Upadhyay

et al. 2023

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Purpose Legacy organizations, particularly government departments, have always remained focused on technology acquisition at a low cost. However, they must balance their quest for better financial performance with a commitment to social obligations and inclusiveness. This study aims to analyze the issues faced by a public sector department, India Post, in its digitization process. Design/methodology/approach This study takes a case-based approach to analyze India Post’s digitization journey through the theoretical prism of the technology, organization and environment framework. Findings The organization’s ability to benefit from innovative technology is constrained by its outdated structure and business processes. The other constraints include the limited technological know-how within the organization and the lack of intricate organizational process knowledge of today’s vendors. Practical implications This study portends important implications for policymakers and provides a base for several inquiries for future research. This study attempted to identify the facilitators and inhibitors of digitization initiatives of a legacy government organization with extensive outreach in rural economy which policymakers can consider while rolling out digitization initiatives for public sector organizations. Originality/value There are very few studies available as published literature which examined the digitization journey of a legacy government organization in a developing economy. To the best of the authors’ knowledge, there was no published literature available on India Post’s digital transformation process.

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The effects of trust on behavioral intention and use behavior within e-government contexts

Cited by 119 publications

References 137 publications

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA

Moderating Role of Perceived Trust and Perceived Service Quality on Consumers’ Use Behavior of Alipay e-wallet System: The Perspectives of Technology Acceptance Model and Theory of Planned Behavior

Challenges and opportunities in IT transformation of public service delivery: case of India Post

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