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-2008
EditorsRalph H. Sprague Jr.
Number of pages10
Place of PublicationLos Alamitos, CA
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
Country/TerritoryUnited States
CityWaikoloa, Hawaii
Internet address
SeriesProceedings of the Annual Hawaii International Conference on System Sciences


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

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