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

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.
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
PublisherIEEE
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
http://www.hicss.hawaii.edu/hicss_41/apahome41.html

Conference

ConferenceThe 41th Hawaii International Conference on System Sciences. HICSS 2008
Number41
LocationHilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii
CountryUnited States
CityWaikoloa, Hawaii
Period07/01/200810/01/2008
Internet address
SeriesProceedings of the Annual Hawaii International Conference on System Sciences
Volume41
ISSN1530-1605

Bibliographical note

CBS Library does not have access to the material

Keywords

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

Cite this

Tan, C-W., Benbasat, I., & Cenfetelli, R. (2008). Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . In R. H. Sprague Jr. (Ed.), Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-41 Washington, DC: IEEE. Proceedings of the Annual Hawaii International Conference on System Sciences, Vol.. 41
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-41. editor / Ralph H. Sprague Jr. Washington, DC : IEEE, 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences, Vol. 41).
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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.",
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Tan, C-W, Benbasat, I & Cenfetelli, R 2008, Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . in RH Sprague Jr. (ed.), Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-41. IEEE, Washington, DC, Proceedings of the Annual Hawaii International Conference on System Sciences, vol. 41, Waikoloa, Hawaii, United States, 07/01/2008.

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-41. ed. / Ralph H. Sprague Jr. Washington, DC : IEEE, 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences, Vol. 41).

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

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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.

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Tan C-W, Benbasat I, Cenfetelli R. Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? . In Sprague Jr. RH, editor, Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-41. Washington, DC: IEEE. 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences, Vol. 41).