Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory

Abstract

Purpose This study aims to examine the usefulness of trust in e-government to influence the use and success of e-government services within the context of the information system (IS) success model and public value theory. Design/methodology/approach The study proposed a conceptual model comprising 17 hypotheses tested using structural equation modelling-partial least squares. Data was collected through a structured questionnaire from 369 e-government users from Nigeria. Findings The results show that trust in e-government is directly influenced by all information quality, service quality and actual use. Also, trust in e-government predicts the public value of e-government, among other variables. Trust in e-government mediates the relationship between the quality dimensions and the public value of e-government. Also, the quality dimensions predict the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between trust in e-government and the public value of e-government. Research limitations/implications This study used a targeted and small sample size compared to the teledensity of Nigeria, limiting analysis that might influence the relevance of the variables’ relationships. Other individual characteristics such as self-efficacy and access to information and communication technologies (ICT) and digital literacy were not included in the study. Practical implications It is expected that public service managers and ICT implementers would learn and take advantage of the system’s strengths and limitations and resolve expectations to enhance its value. Originality/value This study extended the DeLone and Mclean IS success model to incorporate public values as the net benefits of e-government. The public value of e-government was treated as a second-order construct.

Understanding the drivers of the public value of e-government: Validation of a public value e-government adoption model

“…An e-government system that is well designed and executed to enhance the administrative and interaction potential of government systems in terms of the provision of quality information, transparency and accountability, openness, responsiveness, organizational efficiency, and orientated toward the user will drive better comprehension of the public value of e-government which will in turn influence the use of e-government services. The public value of e-government dimensions such as improved public services, managerial effectiveness, open government, ethical conduct and competence, better trust in government, and enhance the social value and welfare of citizens as indicated by Twizeyimana and Andersson ( 2019 ) and Abdulkareem and Ramli ( 2021 ) can be instrumental in driving the adoption of e-government services. The significant impact of the public value of e-government on the behavioral intention to use e-government services is supported by previous research that reported similar findings that the nature of public value generated in e-government can determine the level of acceptance of e-government services (Mellouli et al, 2020 ).…”

Impact of Ethical Leadership on Employee Performance in the Public Sector: Does Leader-Member Exchange Matter?

“…We evaluated the measurement model based on the assessment of the loadings, average variance extracted (AVE), and composite reliability (CR) (Abdulkareem & Ramli, 2021). The indicator loadings were greater than 0.708, and the Composite Reliability was greater than 0.5.…”

Challenges and opportunities in IT transformation of public service delivery: case of India Post

“…The delivery of government services to this vast population is challenged by the sparse distribution of resources (Aderamo & Magaji, 2010), the lack of low-cost collaboration tools (Venkatesh et al, 2014), as well as difficulties in overseeing rural public employees (Deininger & Mpuga, 2005;Dieleman et al, 2013). E-government and m-government policies have facilitated efficiency among public servants, with citizens developing trust in the government (Abdulkareem & Ramli, 2022;Alomari, 2022;Jaradat et al, 2018;Lin et al, 2017). However, constraints like inadequate IT infrastructure, outdated organizational practices, and lack of skilled resources have hindered last-mile delivery of e-government initiatives in rural areas (Choudrie et al, 2005;Dwivedi et al, 2012;Dwivedi & Weerakkody, 2007;Gorla, 2008;Weerakkody et al, 2009).…”

“…E-government and m-government policies have facilitated efficiency among public servants, with citizens developing trust in the government (Abdulkareem and Mohd Ramli, 2022; Alomari, 2022; Jaradat et al , 2018; Lin et al , 2017). However, constraints like inadequate IT infrastructure, outdated organizational practices and lack of skilled resources have hindered last-mile delivery of e-government initiatives in rural areas (Choudrie et al , 2005; Dwivedi et al , 2012; Dwivedi and Weerakkody, 2007; Gorla, 2008; Weerakkody et al , 2009).…”