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

研究成果: Chapter


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.

主出版物標題Electronic Governance and Cross-Boundary Collaboration
主出版物子標題Innovations and Advancing Tools
發行者IGI Global
出版狀態Published - 2011 十二月 1

All Science Journal Classification (ASJC) codes

  • Social Sciences(all)

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