Technological factors drive citizens’ trust in electronic government (e-govt) services, as digital divide is a critical obstacle that prevents citizens to fully accept technology-based phenomenon like e-govt.
Author
Parul Gupta, Management Development Institute Gurgaon, Strategic Management, Gurgaon, India
Sumedha Chauhan, Professor, Jindal Global Business School, O.P. Jindal Global University, Sonipat, India
Summary
Although several factors affecting citizens’ trust in electronic government (e-govt) services have been identified in prior studies, the literature provides mixed findings of these relationships. One likely reason may be the impact of culture, which is considered to be a critical factor in the acceptance of any technology-based phenomenon like e-govt.
This study performed a meta-analysis of 80 quantitative studies to examine the relationships between trust in e-govt and potential influencing factors. Furthermore, we analyzed the moderating influence of culture on these relationships. The results indicated statistically significant relationships between a majority of the factors and trust in e-govt, except for a few.
Our results indicated that technology factors are strong predictors of citizens’ trust in e-govt services. Policy-makers must note that citizens cannot use e-govt systems until the digital divide is bridged and security and privacy risks are appropriately addressed.
Published in: 2024 Tenth International Conference on eDemocracy & eGovernment (ICEDEG)
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