Trust and justice in the adoption of a welfare e-payment system

Abstract

Purpose The purpose of this study was to examine the interaction between citizens’ perception of justice and their trust in the government agency that provides e-services, in particular, those e-services with users who are particularly sensitive towards their interaction and exchanges with the government. Design/methodology/approach Analysis of 102 surveys completed by users of e-BR1M was conducted. Partial least squares regression, a form of structural equation modelling, was used for the data analysis. Findings This study found that distributive justice and procedural justice positively influence trust in government. Trust in government and convenience were also found to significantly influence the adoption of e-BR1M. Research limitations/implications Understanding the interaction between perceptions of justice (procedural and distributive justice) and trust can contribute to the willingness to adopt e-government services by a particular group of users who are particularly sensitive towards interactions with the government. Practical implications Findings from this study can help policymakers improve the way in which they interact with citizens so that the citizens’ perceptions of procedural and distributive justice are improved. This, in turn, will improve trust in government and will lead to an improved willingness of citizens to use e-government services. Originality/value This study examined the interaction between citizens’ perceptions of trust and justice in an e-government service, which users are particularly sensitive towards in their interactions with the government.

The relation of e-government quality on public trust and its impact on public participation

“…One of the factors that could cause the low level of use of e-government is public trust (United Nations, 2008). Trust is an important construct which determines whether people will use e-government or not (Abu-Shanab, 2014;Alzahrani et al, 2017;Alryalat et al, 2013;Azmi et al, 2016;Azmi and Aziz, 2015; Moon and Welch in Lee and Levy, 2014;Mpinganjira, 2015). Moreover, Alsaghier et al (2009) stated one factor that would play an important role in the implementation of e-government is the maturity of trust between the public and the government.…”

“…One of the factors that could cause a low level of e-government use is public trust (United Nations, 2008). Trust is an important construct which determines whether people will use e-government or not (Abu-Shanab, 2014;Alzahrani et al, 2017;Alryalat et al, 2013;Azmi et al, 2016;Azmi and Aziz, 2015;Moon and Welch in Lee and Levy, 2014;Mpinganjira, 2015). However, there is no widely accepted definition of trust, and it has drawn the attention of many researchers (Belanger et al, 2002;Bigley and Pearce, 1998;Lee and Turban, 2001;Lewis and Weigert, 1985;Yoon, 2002;in Tan and Sutherland, 2004).…”

An examination of citizen satisfaction with mandatory e-government services: comparison of two information systems success models

“…Prior research on e-government has examined the perceptions of citizen intentions to adopt e-government services in a number of instances, such as e-participation (Bataineh and Abu-Shanab, 2016), e-petitions (Ulo et al, 2019;Al Athmay, 2015), mobile health (Pai and Alathur, 2019), e-voting (Alomari, 2016), e-payment (Azmi et al, 2016), municipality (Stefanovic et al, 2016), e-excise (Khayun et al, 2012) and investment services (Pinem et al, 2018), or in general e-government services (Nulhusna et al, 2017;Al Athmay, 2015;Sharma, 2015).…”

Encouraging Consumers to Make Online Purchases Using Mobile Applications, How to Keep them in Touch with E-Services Providers?

“…It relates to consumer's confidence for online shopping and their belief that online sites will present fair prices, correct information for services and products, preserve customer confidentiality, and manage transaction information and credit card safely(Abu-Shanab, 2014). Hence, it is very important to build customers trust for online retailers and customers that are not able to see each other physically (Azmi, Ang, & Talib, 2016).…”