ASPECTS THAT CONSTITUTE CITIZENS’ TRUST IN E-GOVERNMENT – A REVIEW AND FRAMEWORK DEVELOPMENT

Abstract

THE EXTENT OF CITIZENS' TRUST IN GOVERNMENT DETERMINES THE SUCCESS OR FAILURE OF E-GOVERNMENT INITIATIVES. NEVERTHELESS, THE IDIOSYNCRASIES OF THE CONCEPT AND THE BROAD SPECTRUM OF ITS APPROACH STILL PRESENT RELEVANT CHALLENGES. THIS WORK PRESENTS A SYSTEMATIC LITERATURE REVIEW ON E-GOVERNMENT TRUST WHILE ELABORATING AND SUMMARIZING A CONCEPTUAL ANALYSIS OF TRUST, INTRODUCING EVALUATION METHODS FOR GOVERNMENT TRUST, AND COMPILING RELEVANT RESEARCH ON E-GOVERNMENT TRUST AND INTENTIONAL BEHAVIOR. A TOTAL OF 26 KEY FACTORS THAT CONSTITUTE TRUST HAVE BEEN IDENTIFIED AND CLASSIFIED INTO SIX CATEGORIES: GOVERNMENT TRUST, TRUST IN INTERNET AND TECHNOLOGY (TIIT), TRUST IN E-GOVERNMENT (TIEG), PERSONAL BELIEFS, TRUSTWORTHINESS, AND TRUST OF INTERMEDIARY (TOI). THE VALUE ADDED OF THIS WORK CONSISTS OF DEVELOPING A CONCEPTUAL FRAMEWORK OF TIEG TO PROVIDE A SIGNIFICANT REFERENCE FOR FUTURE IN-DEPTH STUDIES AND RESEARCH ON E-GOVERNMENT TRUST.