Trust and public services in e-government based on customer orientation

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Citation (Scopus)


This chapter aims to identify the role of risk perception and trust in civil servants' intention to deliver e-services in e-government. The research method is based on theories on perceived behaviors and technology acceptance. The research uses questionnaires to examine civil servants' intention to adopt digitalized services in e-government and seeks to measure perceived usefulness of e-services, subjective norm, self-efficacy, technology facilitating conditions, trust towards Information Systems, and perceived risk from the perspective of service marketing (e.g., SSTs, self-service technologies). Structural equation modeling is used to further analyze the data and to design a theoretical model predicting the individual's intention to trust e-services in e-government. The research results indicate that perceived usefulness cannot directly influence behavioral intention without an attitude of acceptance towards digitalized administration. Further, civil servants do not have high risk perception in using online public services.

Original languageEnglish
Title of host publicationElectronic Governance and Cross-Boundary Collaboration
Subtitle of host publicationInnovations and Advancing Tools
PublisherIGI Global
Number of pages15
ISBN (Print)9781609607531
Publication statusPublished - 2011 Dec 1

All Science Journal Classification (ASJC) codes

  • General Social Sciences


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