A systematic literature review and a proposed model on antecedents of trust to use social media for e-government services

al., Khan et

doi:10.21833/ijaas.2020.02.007

Cited by 21 publications

(9 citation statements)

References 44 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Trust was an object of scientific interest in relation to such services as life insurance [60], education [57], e-commerce [32,61], social media [62], technology consulting [63], the Internet of Things (IoT) [64], m-payment [65], healthcare [66], mobile money [67], online services [47,68,69], and the use of blockchain [70].…”

Section: Trust As a Determinant Of Service Quality-a Literature Reviewmentioning

confidence: 99%

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Ejdys

Gulc

2020

Sustainability

View full text Add to dashboard Cite

Service quality perceived by clients should be a crucial element in the process of co-creating sustainable services. This article aimed to examine relationships between five constructs: the usefulness of courier services, the ease of use of courier services, the trust in courier services, the service quality, and the future intention to use courier services. This research focuses on courier services. An electronic questionnaire was used to conduct confidential interviews. It was distributed between January and March 2019. The number of questionnaires returned by courier service customers amounted to 1073. The authors used generalized least squares (GLS) of structural equation modelling (GLS-SEM) to verify the hypotheses. The obtained results confirmed statistically significant relationships between the variables of the ease of use and the trust in service, the usefulness and the trust in service, the trust in service and the service quality and finally, the service quality and the future intention to use the services. The obtained results confirmed an important role of technological aspects in courier service quality, which will become the main determinant of the development of this sector in the future. The authors proposed a new approach to the definition of trust in service. Apart from the interpersonal trust, they shed more light on the trust in the supplier, i.e., the trust in the used technologies.

show abstract

Section: Trust As a Determinant Of Service Quality-a Literature Reviewmentioning

confidence: 99%

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Ejdys

Gulc

2020

Sustainability

View full text Add to dashboard Cite

show abstract

“…These include but are not limited to social networking services (e.g., Twitter, Instagram), microblogs, social sharing services (e.g., YouTube and Flickr), virtual worlds (e.g., Second Life), collaborative editing tools (e.g., wikis), amongst others (Hansen et al, 2011). Social media provides rich knowledge creation whereby users connect with the government and create communities to socialise, form, disseminate information, or call for a cause or achieve an objective (Khan et al, 2020). Hence, such a set of practices will help governments transform into "knowledge governments" (K-government) whereby the "knowledge" is focused on instead of merely being an "online or "e" element.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

The Adjusting Influence of Social Media’s User-Generated-Knowledge (SMUGK) in Grasping the Contribution of Cognitive and Technological Factors in Citizens' Perceptions of Satisfaction from E-Government Services in the Global South Context: The Case of Oman

Hammami,

Durrah,

El-Maghraby

et al. 2023

Preprint

View full text Add to dashboard Cite

Governments' growing presence in the social media sphere has drawn attention to the knowledge creation best practices that help serve citizens more effectively. A wide range of knowledge-creation practices can mediate critical dimensions beyond key social media usage and capability, for example, system quality and service provision, to include the associated risk and value perceptions of citizen-government interactions. These interactions can contribute to forming and encouraging virtual communities of practice collecting, verifying, storing, disseminating, reusing, and sharing knowledge that can allow better government service and more vital citizen satisfaction. Using a multi-theoretical lens: this study investigates, within the Omani context, the impact of technological and cognitive aspects of citizen social media conversations on citizen satisfaction levels as mediated by knowledge creation. The results present many interesting findings based on the Python analysis of Omani citizens’ tweets on government services. The authors build upon and contribute to existing research on e-government from the citizen perspective and the practice of government social media management targeted at civilians’ satisfaction.

show abstract

“…In the field of e-government, previous research has proven that trust has a vital influence on users' use of e-government services (Khan et al, 2020;Abu Shanab et al, 2019;Santa et al, 2019;Yusof et al, 2019;Alzahrani et al, 2018). The trust formed after people use e-government services is post-use trust.…”

Section: Trust In E-government As Antecedentmentioning

confidence: 99%

Building Citizen Satisfaction Towards E-Government Services: A Conceptual Framework

Siwi,

Nawawi

2023

jmpp

View full text Add to dashboard Cite

In the context of government services, user satisfaction becomes the determinant of its success. This study aims to develop and examine a model for determining citizen satisfaction with e-government services using the technology acceptance model (TAM) and trust theory. Specifically, we look at the role of perceived e-service which consists of core services, facilitating services, and supporting services in influencing perceived usefulness and trust in e-government. We also see how trust in e-government affects perceived usefulness and citizen satisfaction. Finally, we examine perceived usefulness regarding its influence on citizen satisfaction. This study is carried out on citizens who are obliged to pay and report taxes (taxpayers) through the online platform of Directorate General of Taxes (DJP Online) in South Sumatera Province, Indonesia, as many as 240 respondents. The data is collected online by distributing questionnaires through Google Forms. The data obtained is then analyzed using Structural Equation Modeling with Partial Least Square (SEM-PLS). The findings of this study indicate that perceived e-service which consists of core services, facilitating services, and supporting services has a positive influence on perceived usefulness and trust in e-government, while trust in e-government affects perceived usefulness and citizen satisfaction. Finally, this study confirms that citizen satisfaction is influenced by perceived usefulness.

show abstract

A systematic literature review and a proposed model on antecedents of trust to use social media for e-government services

Cited by 21 publications

References 44 publications

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service

The Adjusting Influence of Social Media’s User-Generated-Knowledge (SMUGK) in Grasping the Contribution of Cognitive and Technological Factors in Citizens' Perceptions of Satisfaction from E-Government Services in the Global South Context: The Case of Oman

Building Citizen Satisfaction Towards E-Government Services: A Conceptual Framework

Contact Info

Product

Resources

About