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

Chee-Wee Tan, Izak Benbasat, Ronald Cenfetelli

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Abstrakt

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.
OriginalsprogEngelsk
TitelProceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-41
RedaktørerRalph H. Sprague Jr.
UdgivelsesstedWashington, DC
ForlagIEEE
Publikationsdato2008
ISBN (Trykt)0769530753
StatusUdgivet - 2008
Udgivet eksterntJa
BegivenhedThe 41th Hawaii International Conference on System Sciences. HICSS 2008 - Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii, Waikoloa, Hawaii, USA
Varighed: 7 jan. 200810 jan. 2008
Konferencens nummer: 41
http://www.hicss.hawaii.edu/hicss_41/apahome41.html

Konference

KonferenceThe 41th Hawaii International Conference on System Sciences. HICSS 2008
Nummer41
LokationHilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii
Land/OmrådeUSA
ByWaikoloa, Hawaii
Periode07/01/200810/01/2008
Internetadresse
NavnProceedings of the Annual Hawaii International Conference on System Sciences
Vol/bind41
ISSN1530-1605

Emneord

  • Web sites
  • Government data processing
  • Public information systems
  • Systems transaction processing

Citationsformater