Adoption of e-government: a study on the role of trust

Barbosa, Johny Davyd Soares; Mota, Flávio Perazzo Barbosa

doi:10.1590/0034-761220220027x

Cited by 4 publications

(3 citation statements)

References 40 publications

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“…Finally, there are studies on mobile government, the theory of acceptance and usability of technology, transparency, perceived use, and satisfaction as the most current topics on critical factors (Barbosa & Mota, 2022;Venkatesh, 2003).…”

Section: Bibliometric Analysis -Co-occurrence Of Abstractmentioning

confidence: 99%

Critical factors of e-government in the last 20 years: a study through content analysis and keyword co-occurrence

Santos

Gomes

2022

RSD

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About 20 years have passed since the implementation of e-government as a tool that offers services and helps citizens, until today. Thus, the objective of this study is to raise the most frequent critical factors to understand the focus of study of researchers over the years on the subject, helping to identify trends. Therefore, a content analysis study was carried out on a sample of articles and a bibliometric analysis of the co-occurrence of the keywords from 2001 to 2022. As a result, the most relevant critical factors are the Digital Divide, the Implementation of Services that depend on infrastructure, studies on E-services, followed by Safety and Quality requirements, and finally, research on the Adoption/acceptance and trust of this user concerning the electronic system.

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Section: Bibliometric Analysis -Co-occurrence Of Abstractmentioning

confidence: 99%

Critical factors of e-government in the last 20 years: a study through content analysis and keyword co-occurrence

Santos

Gomes

2022

RSD

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“…Trust in government's digital services serves as the foundation for the digital society, thus, the provision of digital services has become a strategic objective for governments as the developmental and functional states are evaluate by the quality and quantity of government services available online (Guo, 2022;Mesa, 2023). The digital services are considered as effective mechanism to enable government to respond swiftly to dynamic and complex demands of the digital society, thereby increasing trust in government (Barbosa & Mota, 2022). As digital services are impersonal in nature, it is crucial for government to ensure that digital services are reliable and trustworthy (Belanche et al, 2014).…”

Section: Trust In Government's Digital Servicesmentioning

confidence: 99%

“…The decline of trust in government contributes to the low uptake of government's digital services (Kim, 2016;Pérez-Morote et al, 2020). Trust is one of the preconditions for adoption and utilization of digital services (Barbosa & Mota, 2022). When citizens have a positive experience with government's digital services, their trust in government services increase (Kumar et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

Factors Affecting Trust in Government's digital services in South Africa

Ntika,

Chigona

EPiC Series in Education Science

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Governments have recognized the importance of transforming public services into digital services to deliver integrated, standardized, and high-quality services to the public, hence the heavy investment in Information and Communication Technology (ICT) projects to deliver innovative digital services and to open new channels for citizen engagement. As access to government’s digital services has become a human right in the digital age, government must ensure that quality and equitable digital services are accessible to all citizens. Despite the perceived benefits and opportunities offered by the digital services, uptake in South Africa remains relatively low, posing a challenge for the government. Trust is the precondition for the intention to use government’s digital services. This study, therefore, aimed to investigate and analyze factors that affect trust in government’s digital services in South Africa. This study adopted a qualitative research approach to conduct a systematic literature review. Fifteen articles, from credible online databases, were included in this study. The selected articles were published between 2019 and 2023 and were focused on South African Government. Findings show that government’s digital services improve accountability, transparency, efficiency and responsive of government, thereby increasing trust in government. However, challenges such as lack of political and management support, lack of ICT Infrastructure, poor privacy and security, lack of user participation in government innovation, affect trust in government digital services in South Africa.This study intended to make a practical contribution by providing government with research-based findings that may be used as an input into the strategies and policies developed to increase trust in government’s digital services, which may increase utilisation of digital services to build a digital society and to close the digital divide. This study also aimed to make a theoretical contribution towards the ongoing discourse on digital transformation of the public services to improve government efficiency and effectiveness.

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Review on Factors Affecting Digital Citizen Experience While Using Online Government Services

Lobo

Noronha

2023

IJCSBE

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Purpose: The Digital Citizen Experience is the Interaction between the government and citizens via various channels that generate mutual value. Governments can create meaningful experiences for individuals, communities, and businesses by merging organizing ideas and user experiences. As a result, value propositions and trust are created. Citizens and Government benefit from digital interactions in public services. These interactions assist municipalities in simplifying the citizen experience and engaging the community while ensuring public service continuity in times of crisis. Furthermore, automating ongoing tasks frees up employees to concentrate on citizens Methodology: This review study explores factors affecting the citizen experience while using online government Services. Data is obtained through secondary source from journal articles and scholarly /academic research publications. Finding: This research review outcome will identify factors such as perceived usefulness, ease to use, product experience delivery responses times, technological, login, customer support and transactional experience affect digital citizen experience. With the, e-government initiatives implemented to provide timely completion of tasks, transparency, and accountability. To make most effective judgements when digital government services, practitioners must revise their strategies Originality /Value: Digital change in India has led to a new era of digital change, with information availability and openness allowing for the use of digital services. This study investigates the link between citizen experience and online government services, which also includes factors affecting Digital citizen experience while using online Citizen centric Services and Current digital citizen Experience trends. Paper type: Review paper

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Adoption of e-government: a study on the role of trust

Cited by 4 publications

References 40 publications

Critical factors of e-government in the last 20 years: a study through content analysis and keyword co-occurrence

Critical factors of e-government in the last 20 years: a study through content analysis and keyword co-occurrence

Factors Affecting Trust in Government's digital services in South Africa

Review on Factors Affecting Digital Citizen Experience While Using Online Government Services

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