TY - JOUR
T1 - Explicating Trust-building Factors Impacting the Use of e-government Services
AU - AlAwadhi, Suha
AU - Alansari, Husain
AU - Alsaber, Ahmad R.
N1 - Publisher Copyright:
© The Author(s) 2023.
PY - 2023/12/18
Y1 - 2023/12/18
N2 - This study investigates the users’ perception of trust-building factors influencing the use of e-government services and information, by integrating constructs identified in the technology acceptance model (TAM) with information systems (IS) success and trust models. Data was collected using a questionnaire targeted towards users of e-government services in Kuwait. The partial least squares structural equation modeling method was used to analyze 717 valid questionnaire responses. The results indicate that information quality and design (IQD) and perceived ease of use (PEU) influence individuals’ trust in e-government (TEG), thereby affecting their behavioral intentions (BI). Furthermore, the results indicate an average level of the users’ satisfaction and significant differences in how gender and nationality are associated with the overall satisfaction of e-government services users. The proposed framework contributes to extending models by integrating IQD (a modified construct of the IS model) and PEU (a construct of the TAM) as trust-related factors that provide better insights into the driving forces of BI and should be considered when designing and developing e-government services. Additionally, the study provides a deeper understanding of the challenges that could hinder the use of e-government systems.
AB - This study investigates the users’ perception of trust-building factors influencing the use of e-government services and information, by integrating constructs identified in the technology acceptance model (TAM) with information systems (IS) success and trust models. Data was collected using a questionnaire targeted towards users of e-government services in Kuwait. The partial least squares structural equation modeling method was used to analyze 717 valid questionnaire responses. The results indicate that information quality and design (IQD) and perceived ease of use (PEU) influence individuals’ trust in e-government (TEG), thereby affecting their behavioral intentions (BI). Furthermore, the results indicate an average level of the users’ satisfaction and significant differences in how gender and nationality are associated with the overall satisfaction of e-government services users. The proposed framework contributes to extending models by integrating IQD (a modified construct of the IS model) and PEU (a construct of the TAM) as trust-related factors that provide better insights into the driving forces of BI and should be considered when designing and developing e-government services. Additionally, the study provides a deeper understanding of the challenges that could hinder the use of e-government systems.
KW - Kuwait
KW - e-government services
KW - information quality and design
KW - information systems success model
KW - technology acceptance model
KW - trust in e-government
UR - http://www.scopus.com/inward/record.url?scp=85180264442&partnerID=8YFLogxK
U2 - 10.1177/08944393231220757
DO - 10.1177/08944393231220757
M3 - Article
AN - SCOPUS:85180264442
SN - 0894-4393
VL - 42
SP - 1244
EP - 1265
JO - Social Science Computer Review
JF - Social Science Computer Review
IS - 5
ER -