Paper Info
Title
Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter?
Abstract
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 websites, 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 websites. Data collected from a sample of 647 e-government service participants substantiates all 14 hypothesized relationships, thereby suggesting that high quality e- government websites do matter in building citizen trust towards public e-services.
Year
DOI
Venue
2008
10.1109/HICSS.2008.80
HICSS
Keywords
Field
DocType
citizen trust,customer interacts,familiar fixture,e-government web,e-government service participant,e-government service quality,high quality websites matter,public e-services,building citizen trust,e-government services,servqual construct,corresponding adoption,high quality,transaction processing,service quality,data collection
Transaction processing,Design elements and principles,E-Government,Service quality,SERVQUAL,Computer science,Public relations,Novelty,Government,Salient
Conference
ISBN
Citations 
PageRank 
0-7695-3075-8
46
1.32
References 
Authors
22
3
Name
Order
Citations
PageRank
Chee Wee Tan11766.30
Izak Benbasat24503584.45
Ronald T. Cenfetelli377828.43