Trust and Public Services in E-Government Based on Customer Orientation

Abstract

This chapter aims to identify the role of risk perception and trust in civil servants’ intention to deliver e-services in e-government. The research method is based on theories on perceived behaviors and technology acceptance. The research uses questionnaires to examine civil servants’ intention to adopt digitalized services in e-government and seeks to measure perceived usefulness of e-services, subjective norm, self-efficacy, technology facilitating conditions, trust towards Information Systems, and perceived risk from the perspective of service marketing (e.g., SSTs, self-service technologies). Structural equation modeling is used to further analyze the data and to design a theoretical model predicting the individual’s intention to trust e-services in e-government. The research results indicate that perceived usefulness cannot directly influence behavioral intention without an attitude of acceptance towards digitalized administration. Further, civil servants do not have high risk perception in using online public services.

A systematic literature review on the effect of information systems on the performance of government officials

“…Competency, as identified in this SLR, is a crucial theme reflecting the aspiration to enhance employee proficiency through implementing IT in the public sector. This adoption is envisioned to combat corruption, elevate transparency and time efficiency, reduce costs, and enhance citizen-government interactions (Jauhari et al, 2020;Chiang, 2012;Pang et al, 2016). Nevertheless, inefficiencies may persist due to unprepared workers, prompting the need for training programs that focus on ICT competencies (Mauldin, 2016).…”

“…Competency emerges as a pivotal consideration in the implementation of e-government, playing a crucial role in system utilization and influencing government servants. The objective of e-government implementation is to elevate the standard of public services, aiming to reduce corruption, enhance time efficiency and transparency, boost revenues, cut costs, and provide citizens with more accessible means of engaging with public sectors (Jauhari et al, 2020;Chiang, 2012;Pang et al, 2016). The government recognizes IT as a catalyst for egovernment initiatives, fostering convenience, accessibility, efficiency, transparency, and accountability.…”

“…Perceived behavioral control, facilitated by IT, plays a significant role in accepting online public services (Chiang, 2012). Institutions with knowledgeable, experienced, and resource-equipped personnel show improved intent to use HISs.…”