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 language | English |
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Title of host publication | Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-2008 |
Editors | Ralph H. Sprague Jr. |
Number of pages | 10 |
Place of Publication | Los Alamitos, CA |
Publisher | IEEE |
Publication date | 2008 |
ISBN (Print) | 0769530753 |
DOIs | |
Publication status | Published - 2008 |
Externally published | Yes |
Event | The 41th Hawaii International Conference on System Sciences. HICSS 2008 - Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii, Waikoloa, Hawaii, United States Duration: 7 Jan 2008 → 10 Jan 2008 Conference number: 41 http://www.hicss.hawaii.edu/hicss_41/apahome41.html |
Conference
Conference | The 41th Hawaii International Conference on System Sciences. HICSS 2008 |
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Number | 41 |
Location | Hilton Waikoloa Village Resort Waikoloa, Big Island, Hawaii |
Country/Territory | United States |
City | Waikoloa, Hawaii |
Period | 07/01/2008 → 10/01/2008 |
Internet address |
Series | Proceedings of the Annual Hawaii International Conference on System Sciences |
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ISSN | 1530-1605 |
Keywords
- Web sites
- Government data processing
- Public information systems
- Transaction processing