Critical Antecedents of Trust in E-Government Services in Turkey

Critical Antecedents of Trust in E-Government Services in Turkey

Vildan Ateş
DOI: 10.4018/978-1-7998-4978-0.ch006
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Electronic government (e-government) has become the shortcut of the government. In addition to benefits provided, it also has some problems and drawbacks. Trust is one of these drawbacks, making it difficult to adopt and spread e-government. The purpose of the research is to investigate the critical trust antecedents of e-government that affect the trust of university students in Turkey toward e-government. The study group of the research consists of 330 university students in Turkey during 2019-2020 academic year. The e-government trust components scale (E-DMSS) was developed as a data collection tool. The scale was analyzed by exploratory factor analysis and confirmatory factor analysis. As a result, four factors (reduced perception of risk, tendency to trust people, trust in technology, trust in digital government) affect e-government trust, while two factors (information quality and internet experience) do not affect e-government trust. As a result of the study, e-government trust antecedents were discussed.
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The literature review of this study consists of three parts. In the first part, studies examining the factors affecting e-government success and adoption are presented. In the second part, the focus is on e-government trust studies, in which there is a factor of trust. In the third section studies the reliability of e-government in Turkey were examined. The chronological order is taken into account in the presentation of the studies.

Key Terms in this Chapter

Infrastructure: The physical components that make up a system.

Information Quality: The suitability of the information that the systems provide to its users.

E-Government Trust: It is an emotion developed by the citizen towards the e-government system.

Tendency to Trust: It is an individual's sense of trust.

Perception of Risk: A subjective judgment that citizens make about the characteristics and severity of risk.

Internet Experience: The thoughts and feelings of users about internet experience and skills.

Electronic Government: A government's use of information and communication technologies in an electronic environment to provide public services to its stakeholders.

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