Encouraging Citizen Adoption of E-Government by Building Trust

Electronic Markets,12(3):157-162 (2002)

6 Pages Posted: 19 Jan 2014  

Merrill Warkentin

Mississippi State University - Department of Management and Information Systems

David Gefen

Drexel University

Paul A. Pavlou

Temple University - Department of Management Information Systems; Temple University - Department of Strategic Management

Gregory Rose

Washington State University - Department of Information Systems

Date Written: 2002

Abstract

The growing interest in e-Government raises the question of how governments can increase citizen adoption and usage of their online government services. e-Government becomes especially important given its potential to reduce costs and improve service compared with alternative traditional modes. Citizen trust is proposed to be an important catalyst of e-Government adoption. By investigating online tax services, already available and used extensively in the West, we propose several ways in which governments can increase citizen trust and thus encourage the adoption of this new and potentially significant mode of government service. The proposed e-Government adoption model also takes in account issues of cultural variables, risk, control and technology acceptance.

Institution-based trust, such as an independent judicial system with appropriate legal powers, is proposed to be the major tactic to build trust in e-Government. In addition, among new users of online government services, characteristic-based and cognitive-based antecedents should be crucial; general psychological dispositions and knowledge of the process should also engender trust. Among experienced users, on the other hand, it is suggested that the nature of previous interactions with the e-Government system should be the major predictor of trust, and hence of continued use. These propositions are elucidated, as they apply to different cultures and to high-intrusive versus low-intrusive government services. This study has practical implications for the design of mechanisms for the adoption of e-Government.

Keywords: e-Government, trust, antecedents of trust, technology adoption, online intentions, tax filing

Suggested Citation

Warkentin, Merrill and Gefen, David and Pavlou, Paul A. and Rose, Gregory, Encouraging Citizen Adoption of E-Government by Building Trust (2002). Electronic Markets,12(3):157-162 (2002). Available at SSRN: https://ssrn.com/abstract=2380723

Merrill Warkentin

Mississippi State University - Department of Management and Information Systems ( email )

United States

David Gefen

Drexel University ( email )

3141 Chestnut St
Philadelphia, PA 19104
United States

Paul A. Pavlou (Contact Author)

Temple University - Department of Management Information Systems ( email )

1810 N. 13th Street
Floor 2
Philadelphia, PA 19128
United States

Temple University - Department of Strategic Management ( email )

Fox School of Business and Management
Philadelphia, PA 19122
United States

Gregory Rose

Washington State University - Department of Information Systems ( email )

United States

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