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

Chee-Wee Tan, Izak Benbasat, Ronald Cenfetelli

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationProceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-41
EditorsRalph H. Sprague Jr.
Place of PublicationWashington, DC
Publication date2008
ISBN (Print)0769530753
Publication statusPublished - 2008
Externally publishedYes
EventThe 41th Hawaii International Conference on System Sciences. HICSS 2008 - Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii, Waikoloa, Hawaii, United States
Duration: 7 Jan 200810 Jan 2008
Conference number: 41


ConferenceThe 41th Hawaii International Conference on System Sciences. HICSS 2008
LocationHilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii
CountryUnited States
CityWaikoloa, Hawaii
Internet address
SeriesProceedings of the Annual Hawaii International Conference on System Sciences

Bibliographical note

CBS Library does not have access to the material


  • Web sites
  • Government data processing
  • Public information systems
  • Transaction processing

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