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

The relation of e-government quality on public trust and its impact on public participation PurposeThis paper aims to answer a major challenge in the success of electronic government (e-government) implementation, viz., public participation via continual use intention and electronic word-of-mouth (eWoM). This study tries to provide some control by examining the impact of e-government quality on public trust and with continual use intention and eWoM. This study adopts the eminent information systems (IS) success model and expands the trust dimension into a multi-dimensional trust.Design/methodology/approachData were collected using questionnaires distributed among e-government service users in Indonesia. In total, 293 respondents were analysed using structural equation modelling (SEM).FindingsOf the three IS success factors, namely, systems quality, information quality and service quality, the former two are found to have significant correlation with trust. Dispositional trust has a substantial relationship with institutional trust and interpersonal trust, whereas institutional trust has a significant correlation with interpersonal trust. Institutional trust exhibits direct relationship with continual use intention and eWoM, whereas interpersonal trust has a significantly correlation with only continual use intention.Research limitations/implicationsThis study suggests that it is plausible that user satisfaction could act as an intermediary between service quality and trust or between service quality and continual use intention. Thus, further research studies to examine satisfaction factor and its correlation with public acceptance are encouraged.Practical implicationsGovernment agencies should focus on information quality and systems quality which have a significant relation with trust development. These should be more thorough and meticulous to provide complete, secure and easy-to-use e-government information. These should also facilitate eWoM because it plays an important role in disseminating e-government (services).Originality/valueThis research provides a deeper and more accurate grasp on how public participation of e-government can be improved via trust. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Transforming Government: People, Process and Policy Emerald Publishing

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

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1750-6166
DOI
10.1108/TG-01-2017-0004
Publisher site
See Article on Publisher Site

Abstract

PurposeThis paper aims to answer a major challenge in the success of electronic government (e-government) implementation, viz., public participation via continual use intention and electronic word-of-mouth (eWoM). This study tries to provide some control by examining the impact of e-government quality on public trust and with continual use intention and eWoM. This study adopts the eminent information systems (IS) success model and expands the trust dimension into a multi-dimensional trust.Design/methodology/approachData were collected using questionnaires distributed among e-government service users in Indonesia. In total, 293 respondents were analysed using structural equation modelling (SEM).FindingsOf the three IS success factors, namely, systems quality, information quality and service quality, the former two are found to have significant correlation with trust. Dispositional trust has a substantial relationship with institutional trust and interpersonal trust, whereas institutional trust has a significant correlation with interpersonal trust. Institutional trust exhibits direct relationship with continual use intention and eWoM, whereas interpersonal trust has a significantly correlation with only continual use intention.Research limitations/implicationsThis study suggests that it is plausible that user satisfaction could act as an intermediary between service quality and trust or between service quality and continual use intention. Thus, further research studies to examine satisfaction factor and its correlation with public acceptance are encouraged.Practical implicationsGovernment agencies should focus on information quality and systems quality which have a significant relation with trust development. These should be more thorough and meticulous to provide complete, secure and easy-to-use e-government information. These should also facilitate eWoM because it plays an important role in disseminating e-government (services).Originality/valueThis research provides a deeper and more accurate grasp on how public participation of e-government can be improved via trust.

Journal

Transforming Government: People, Process and PolicyEmerald Publishing

Published: Aug 21, 2017

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