International Journal of Business Information Systems
Exploring data integration strategies for public sector cloud solutions
EGOVIS'12/EDEM'12 Proceedings of the 2012 Joint international conference on Electronic Government and the Information Systems Perspective and Electronic Democracy, and Proceedings of the 2012 Joint international conference on Advancing Democracy, Government and Governance
Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey
Information Systems Research
Journal of Cases on Information Technology
Information Resources Management Journal
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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 websites, 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 websites. Data collected from a sample of 647 e-government service participants substantiates all 14 hypothesized relationships, thereby suggesting that high quality e- government websites do matter in building citizen trust towards public e-services.