How to make online public services trustworthy
by D. Belanche; L.V. Casaló; M. Guinalíu
Electronic Government, an International Journal (EG), Vol. 9, No. 3, 2012

Abstract: The purpose of this study is to analyse the antecedents of trust in online public services. To do that, an online survey is conducted and hypotheses are tested using structural equation modelling. The data reveal that trust in these services depends on the satisfaction of citizens with their previous experiences, the ease of use of the service, and the perceived privacy and security of personal data. Furthermore, satisfaction is positively affected by both ease of use and perceived data privacy and security; ease of use also has a positive effect on the perceived privacy and security of personal data. These findings have interesting implications (the development of these services should be based on citizen needs and ease of use must be prioritised in developing these services or measures to guarantee the privacy and security of users should be undertaken).

Online publication date: Mon, 16-Jul-2012

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