Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter?

E-governments are increasingly becoming a familiar fixture in virtual landscapes. Yet, the lack of citizen trust brought on by the novelty and uncertainty of online transactions has inhibited the widespread acceptance for public e-services. Ascribing to the perspective of technology as a social acto...

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Bibliographic Details
Main Authors: Tan Chee-Wee, Benbasat, I., Cenfetelli, R.T.
Format: Conference Proceeding
Language:English
Subjects:
Buildings
Communications technology
Electronic commerce
Electronic government
Fixtures
Instruments
Pressing
System testing
Uncertainty
Web page design
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Summary:E-governments are increasingly becoming a familiar fixture in virtual landscapes. Yet, the lack of citizen trust brought on by the novelty and uncertainty of online transactions has inhibited the widespread acceptance for public e-services. Ascribing to the perspective of technology as a social actor with whom the customer interacts and transacts, we put forward a research model that accentuates the pivotal role of e-government service quality as a salient driver of citizens' trustworthiness beliefs towards e-government Web sites, which in turn promotes the corresponding adoption of public e-services. E-government service quality, as conceptualized in this study, borrows from the popularized SERVQUAL constructs in deriving prescriptive design principles to guide the development of e-government Web sites. Data collected from a sample of 647 e-government service participants substantiates all 14 hypothesized relationships, thereby suggesting that high quality e- government Web sites do matter in building citizen trust towards public e-services.
ISSN:1530-1605
2572-6862
DOI:10.1109/HICSS.2008.80