Abstract
E-governments have become an increasingly integral part of the virtual economic landscape. However, e-government systems have been plagued by an unsatisfactory, or even a decreasing, level of trust among citizen users. The political exclusivity and longstanding bureaucracy of governmental institutions have amplified the level of difficulty in gaining citizens' acceptance of e-government systems. Through the synthesis of trust-building processes with trust relational forms, we construct a multidimensional, integrated analytical framework to guide our investigation of how e-government systems can be structured to restore trust in citizengovernment relationships. Specifically, the analytical framework identifies trust-building strategies (calculativebased, prediction-based, intentionality-based, capability-based, and transference-based trust) to be enacted for restoring public trust via e-government systems. Applying the analytical framework to the case of Singapore's Electronic Tax-Filing (E-Filing) system, we advance an e-government developmental model that yields both developmental prescriptions and technological specifications for the realization of these trust-building strategies. Further, we highlight the impact of sociopolitical climates on the speed of e-government maturity.
| Original language | English |
|---|---|
| Pages (from-to) | 1110-1130 |
| Number of pages | 21 |
| Journal | Information Systems Research |
| Volume | 23 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - Dec 2012 |
| Externally published | Yes |
Scopus Subject Areas
- Management Information Systems
- Information Systems
- Computer Networks and Communications
- Information Systems and Management
- Library and Information Sciences
User-Defined Keywords
- Calculative-based trust
- Capability-based trust
- E-government
- Intentionality-based trust
- Prediction-based trust
- Public trust
- Transference-based trust