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Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory

Does trust in e-government influence the performance of e-government? An integration of... This study aims to examine the usefulness of trust in e-government to influence the use and success of e-government services within the context of the information system (IS) success model and public value theory.Design/methodology/approachThe study proposed a conceptual model comprising 17 hypotheses tested using structural equation modelling-partial least squares. Data was collected through a structured questionnaire from 369 e-government users from Nigeria.FindingsThe results show that trust in e-government is directly influenced by all information quality, service quality and actual use. Also, trust in e-government predicts the public value of e-government, among other variables. Trust in e-government mediates the relationship between the quality dimensions and the public value of e-government. Also, the quality dimensions predict the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between trust in e-government and the public value of e-government.Research limitations/implicationsThis study used a targeted and small sample size compared to the teledensity of Nigeria, limiting analysis that might influence the relevance of the variables’ relationships. Other individual characteristics such as self-efficacy and access to information and communication technologies (ICT) and digital literacy were not included in the study.Practical implicationsIt is expected that public service managers and ICT implementers would learn and take advantage of the system’s strengths and limitations and resolve expectations to enhance its value.Originality/valueThis study extended the DeLone and Mclean IS success model to incorporate public values as the net benefits of e-government. The public value of e-government was treated as a second-order construct. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Transforming Government People Process and Policy Emerald Publishing

Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory

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References (54)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1750-6166
eISSN
1750-6166
DOI
10.1108/tg-01-2021-0001
Publisher site
See Article on Publisher Site

Abstract

This study aims to examine the usefulness of trust in e-government to influence the use and success of e-government services within the context of the information system (IS) success model and public value theory.Design/methodology/approachThe study proposed a conceptual model comprising 17 hypotheses tested using structural equation modelling-partial least squares. Data was collected through a structured questionnaire from 369 e-government users from Nigeria.FindingsThe results show that trust in e-government is directly influenced by all information quality, service quality and actual use. Also, trust in e-government predicts the public value of e-government, among other variables. Trust in e-government mediates the relationship between the quality dimensions and the public value of e-government. Also, the quality dimensions predict the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between trust in e-government and the public value of e-government.Research limitations/implicationsThis study used a targeted and small sample size compared to the teledensity of Nigeria, limiting analysis that might influence the relevance of the variables’ relationships. Other individual characteristics such as self-efficacy and access to information and communication technologies (ICT) and digital literacy were not included in the study.Practical implicationsIt is expected that public service managers and ICT implementers would learn and take advantage of the system’s strengths and limitations and resolve expectations to enhance its value.Originality/valueThis study extended the DeLone and Mclean IS success model to incorporate public values as the net benefits of e-government. The public value of e-government was treated as a second-order construct.

Journal

Transforming Government People Process and Policy – Emerald Publishing

Published: Feb 14, 2022

Keywords: Satisfaction; Public value; Trust; Information quality; E-government performance

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