Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust

Information Systems Research, Vol. 27, No. 1 (2016), pp. 87-111.

26 Pages Posted: 2 Apr 2016 Last revised: 6 Oct 2021

See all articles by Viswanath Venkatesh

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business

James Y.L. Thong

HKUST Business School

Frank K. Y. Chan

ESSEC Business School

Paul J. H. Hu

University of Utah - Department of Operations and Information Systems

Date Written: March 1, 2016

Abstract

This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics — i.e., accuracy and completeness; and (2) channel characteristics — i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Further, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction.

Keywords: e-services, electronic government, uncertainty reduction, transparency, trust, technology adoption, citizen satisfaction, public management

Suggested Citation

Venkatesh, Viswanath and Thong, James Y.L. and Chan, Frank K. Y. and Hu, Paul J. H., Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust (March 1, 2016). Information Systems Research, Vol. 27, No. 1 (2016), pp. 87-111., Available at SSRN: https://ssrn.com/abstract=2757056

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business ( email )

VA
United States

HOME PAGE: http://vvenkatesh.com

James Y.L. Thong (Contact Author)

HKUST Business School ( email )

Clear Water Bay
Kowloon
Hong Kong

HOME PAGE: http://jthong.people.ust.hk/

Frank K. Y. Chan

ESSEC Business School ( email )

3 Avenue Bernard Hirsch
CS 50105 CERGY
CERGY, CERGY PONTOISE CEDEX 95021
France

Paul J. H. Hu

University of Utah - Department of Operations and Information Systems ( email )

1645 E Campus Center Drive
University of Utah
Salt Lake City, UT 84112
United States

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