E-Government Services Adoption: The Important Elements of Trust and Transparency

E-Government Services Adoption: The Important Elements of Trust and Transparency

Isaac Kofi Mensah
Copyright: © 2018 |Pages: 20
DOI: 10.4018/IJEGR.2018070102
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This research article explores the important elements of trust and transparency to the adoption of e-government services. The Technology Acceptance Model was used as the theoretical framework. The data capture and analyses were conducted with SPSS. The results indicate that trust in the internet was a significant predictor of both the intention to use and perceived ease of use (PEOU), but was not significant in predicting perceived usefulness (PU) and the actual use (AU) of e-government services. Trust in the government (TG) was also not significant in determining both the intention to use and PEOU of e-government services. Rather TG had a significant impact on PU and the actual use (AU) of e-government services. Furthermore, perceived transparency was a significant predictor of PU, IU, and AU of e-government services. The implications of these findings on the implementation of e-government are thoroughly discussed.
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1. Introduction

The provision of enhanced public services to citizens and the general public, improved interaction between public sector agencies and citizens and the engagement of citizens in the governance process of the state has been a deeper concern for governments. Achieving these ideas/goals by government can best be undertaken under the strong inclusion of ICT in the public administration of government operations. The introduction of Information and Communication Technologies (ICTs) into the public administration of government business and its public sector agencies is known as e-government. E-government is considered the use of electronic devices, information and communication technologies to provide enhanced public services to citizens, businesses and the general public (Gomes & Laureano, 2018). It is also defined as the delivery of government public services which has the capacity to increase the citizens’ access to government, reduce government bureaucracy, increase citizen participation in decision making and importantly enhance public sector agencies responsiveness to the needs of citizens (Pagani & Pasinetti, 2009).

The capacity of citizens and the general public to patronize e-government services is one of the major determinants of the success of e-government projects. Hence studies which are aimed at examining the factors discouraging or encouraging the adoption of e-government services are important. Factors such as trust and transparency are two very important elements which can either discourage or encourage the use of e-government services. Despite the numerous advantages associated with the adoption of e-government services to citizens and businesses, some business and citizens do not trust online services which indirectly affects the adoption of e-government services (Al-Busaidy & Weerakkody, 2009; Al-Hujran, Al-Debei, Chatfield, & Migdadi, 2015; Khasawneh, Rabayah, & Abu-Shanab, 2013; McLeod & Pippin, 2009). According to (Alzahrani, Al-Karaghouli, & Weerakkody, 2017) trust is the most significant factor in the implementation of e-government initiatives and therefore governments’ ability to understand issues influencing trust of citizens and other actors in society in e-government is fundamental to the success of e-government services adoption (Carter & Bélanger, 2005; Colesca, 2009). In order for citizens to trust in e-government services, citizens must have a strong belief that government has the requisite managerial and technical resources to implement e-government services (Alshehri & Drew, 2010; Weerakkody, 2009). Trust is a crucial factor which empowers citizens to overcome fear and perceptions of risk and uncertainty in the use of new technology related applications such as e-government services (Gefen, 2003; Pavlou & Gefen, 2004). The second factor is transparency which is one of the major reasons for the introduction of e-government in the operations of government and its agencies. ICT has become the backbone for government agencies to create greater transparency and promote anti-corruption through e-government (Bertot, Jaeger, & Grimes, 2010). Transparency of government and its agencies with regard to access and provision of clear, accurate and timeous information is crucial for citizens’ confidence in government (Tolbert & Mossberger, 2006).

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