Trust and Electronic Government Success: An Empirical Study

Abstract

Electronic government is being increasingly recognized as a means for transforming public governance. Despite this increasing interest, information systems (IS) literature is mostly silent on what really contributes to the success of e-government 100 TEO, SRIVASTAVA, AND JIANG Web sites. To fill this gap, this study examines the role of trust in e-government success using the updated DeLone and McLean IS success model as the theoretical framework. The model is tested via a survey of 214 Singapore e-government Web site users. The results show that trust in government, but not trust in technology, is positively related to trust in e-government Web sites. Further, trust in e-government Web sites is positively related to information quality, system quality, and service quality. The quality constructs have different effects on "intention to continue" using the Web site and "satisfaction" with the Web site. Post hoc analysis indicates that the nature of usage (active versus passive users) may help us better understand the interrelationships among success variables examined in this study. This result suggests that the DeLone and McLean model can be further extended by examining the nature of IS use. In addition, it is important to consider the role of trust as well as various Web site quality attributes in understanding e-government success.

COBRA framework to evaluate e-government services: A citizen-centric perspective

“…For example, Lee and Lin (2005) found that website design plays a major role in customer satisfaction. Teo, Srivastava and Jiang (2008) and Xiaoni and Prybutok's (2005) results show that better system quality and better service quality are related to increased user satisfaction. Yoo and Douth (2001) found that the ease of usage dimension is one of the most significant dimensions that influence customer satisfaction.…”

Research on information systems failures and successes: Status update and future directions

“…For example, an e-government initiative can impact individuals (e.g. Teo et al 2008, Srivastava and), nations (e.g. Srivastava and Teo 2008), corporates (e.g.…”

Diversity and Diffusion of Theories, Models, and Theoretical Constructs in eGovernment Research

“…Five studies [20,24,29,52,58] used TAM and TPB together, four of them [6,24,48,77] used even three theories or models, whereas three [32,68,74] Survey: [6], [8], [9], [12], [16], [20], [24], [29], [32], [48], [49], [52], [58], [63], [67], [68], [74], [77], [76], [79], [86]; Interview: [84], [86], [89]; Secondary Data Analysis: [31]; Case Study: [69] Information System Success Model (DeLone and McLean, 1992McLean, , 2003 Survey: [19], [22], [30], [32], [55], [59], [65], [68], [74], …”