The contribution of e-government to trust in the government : correlating trust in the government with satisfaction with e-service by using transparency, responsiveness, accessibility, and security as determinants

Dharma, Meylanie (2015) The contribution of e-government to trust in the government : correlating trust in the government with satisfaction with e-service by using transparency, responsiveness, accessibility, and security as determinants.

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Abstract:Governance, or specifically in the form of e-government, and trust are related. Many literatures emphasize on trust variable moderating the citizen’s willingness to use or accept e-government. Trust is considered as a factor whether people choose to rely on the applications of e-services or preferably making a direct contact to get a service. This can be considered as the early stage since it occurs at the e-government acceptance. The next step is examining whether the e-services build the citizen’s trust in government stronger or vice versa. There are respective literatures which have extended the study of trust and e-government by reversing the scheme into how e-government convinces the citizen to trust in the government. Previous studies conducted in various countries, mostly are in developed countries, show different results. This study is therefore challenged to examine the contribution of e-government to build trust in government in a developing country, Indonesia. By using transparency, responsiveness, accessibility, and security as determinants of satisfaction in using e-service, the empirical result shows that satisfaction in e-service affects citizens’ trust in the government agency and in general. It also enlightens us that trust in the agency correlates significantly to trust in government at large.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/66732
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