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

Chee-Wee Tan; Izak Benbasat; Ronald Cenfetelli

doi:10.1109/HICSS.2008.80

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

Chee-Wee Tan, Izak Benbasat, Ronald Cenfetelli

University of British Columbia

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

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 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.

Originalsprog	Engelsk
Titel	Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008
Redaktører	Ralph H. Sprague Jr.
Antal sider	10
Udgivelsessted	Los Alamitos, CA
Forlag	IEEE
Publikationsdato	2008
ISBN (Trykt)	0769530753
DOI	https://doi.org/10.1109/HICSS.2008.80
Status	Udgivet - 2008
Udgivet eksternt	Ja
Begivenhed	The 41th Hawaii International Conference on System Sciences. HICSS 2008 - Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii, Waikoloa, Hawaii, USA Varighed: 7 jan. 2008 → 10 jan. 2008 Konferencens nummer: 41 http://www.hicss.hawaii.edu/hicss_41/apahome41.html

Konference

Konference	The 41th Hawaii International Conference on System Sciences. HICSS 2008
Nummer	41
Lokation	Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii
Land/Område	USA
By	Waikoloa, Hawaii
Periode	07/01/2008 → 10/01/2008
Internetadresse	http://www.hicss.hawaii.edu/hicss_41/apahome41.html

Navn	Proceedings of the Annual Hawaii International Conference on System Sciences
ISSN	1530-1605

Emneord

Web sites
Government data processing
Public information systems
Systems transaction processing

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10.1109/HICSS.2008.80Licens: Ikke-specificeret

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Citationsformater

Tan, Chee-Wee ; Benbasat, Izak ; Cenfetelli, Ronald. / Building Citizen Trust towards E-Government Services : Do High Quality Websites Matter? . Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008. red. / Ralph H. Sprague Jr. Los Alamitos, CA : IEEE, 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences).

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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 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.",

keywords = "Web sites, Government data processing, Public information systems, Systems transaction processing, Web sites, Government data processing, Public information systems, Transaction processing",

author = "Chee-Wee Tan and Izak Benbasat and Ronald Cenfetelli",

year = "2008",

doi = "10.1109/HICSS.2008.80",

language = "English",

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series = "Proceedings of the Annual Hawaii International Conference on System Sciences",

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editor = "{Sprague Jr.}, {Ralph H.}",

booktitle = "Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008",

address = "United States",

note = "The 41th Hawaii International Conference on System Sciences. HICSS 2008 ; Conference date: 07-01-2008 Through 10-01-2008",

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Tan, C-W, Benbasat, I & Cenfetelli, R 2008, Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . i RH Sprague Jr. (red.), Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008. IEEE, Los Alamitos, CA, Proceedings of the Annual Hawaii International Conference on System Sciences, The 41th Hawaii International Conference on System Sciences. HICSS 2008, Waikoloa, Hawaii, USA, 07/01/2008. https://doi.org/10.1109/HICSS.2008.80

Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . / Tan, Chee-Wee; Benbasat, Izak; Cenfetelli, Ronald.
Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008. red. / Ralph H. Sprague Jr. Los Alamitos, CA: IEEE, 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences).

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

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T1 - Building Citizen Trust towards E-Government Services

T2 - The 41th Hawaii International Conference on System Sciences. HICSS 2008

AU - Tan, Chee-Wee

AU - Benbasat, Izak

AU - Cenfetelli, Ronald

N1 - Conference code: 41

PY - 2008

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N2 - 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.

AB - 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.

KW - Web sites

KW - Government data processing

KW - Public information systems

KW - Systems transaction processing

KW - Web sites

KW - Government data processing

KW - Public information systems

KW - Transaction processing

U2 - 10.1109/HICSS.2008.80

DO - 10.1109/HICSS.2008.80

M3 - Article in proceedings

SN - 0769530753

T3 - Proceedings of the Annual Hawaii International Conference on System Sciences

BT - Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008

A2 - Sprague Jr., Ralph H.

PB - IEEE

CY - Los Alamitos, CA

Y2 - 7 January 2008 through 10 January 2008

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Tan CW, Benbasat I, Cenfetelli R. Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . I Sprague Jr. RH, red., Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008. Los Alamitos, CA: IEEE. 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences). doi: 10.1109/HICSS.2008.80