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

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › 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.

Original language	English
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	https://doi.org/10.1109/HICSS.2008.80
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
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	http://www.hicss.hawaii.edu/hicss_41/apahome41.html

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

Keywords

Web sites
Government data processing
Public information systems
Transaction processing

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Cite this

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. editor / 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.",

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

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booktitle = "Proceedings of the Proceedings of the 41st Annual Hawaii International Conference on System Sciences, HICSS-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? . in RH Sprague Jr. (ed.), 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, United States, 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. ed. / Ralph H. Sprague Jr. Los Alamitos, CA: IEEE, 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-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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T3 - Proceedings of the Annual Hawaii International Conference on System Sciences

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Tan CW, 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-2008. Los Alamitos, CA: IEEE. 2008. (Proceedings of the Annual Hawaii International Conference on System Sciences). doi: 10.1109/HICSS.2008.80