Managing Citizens Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust

Author List: Venkatesh, Viswanath; Thong, James Y. L.; Chan, Frank K. Y.; Hu, Paul J. H.;
Information Systems Research, 2016, Volume 27, Issue 1, Page 87-111.
This paper investigates how citizens' uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens' uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens' intentions to use e-government. We tested our model with 4,430 Hong Kong citizens' reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens' intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens' intentions predict use and ultimately, citizens' satisfaction.
Keywords: e-services ; electronic government ; uncertainty reduction ; transparency ; trust ; technology adoption ; citizen satisfaction ; public management
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#276 0.226 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#140 0.163 model use theory technology intention information attitude acceptance behavioral behavior intentions research understanding systems continuance models planned percent attitudes predict
#202 0.097 online uncertainty reputation sellers buyers seller marketplaces markets marketplace buyer price signaling auctions market premiums ebay transaction reverse literature comments
#79 0.092 public government private sector state policy political citizens governments contributors agencies issues forums mass development organizations issue differences economic study
#111 0.091 e-government collective sociomaterial material institutions actors practice particular organizational routines practices relations mindfulness different analysis ways draw agencies drawing ideas
#46 0.060 perceived transparency control design enjoyment experience study diagnosticity improve features develop consequences showing user experiential providing antecedents interface effects economy