Skip to main content

The Role of Trust for Citizens’ Adoption of Public E-Services

  • Chapter
  • First Online:
Trust and Communication

Abstract

Digital services are ubiquitous in today’s world, marking it as the digital age. Public administrations are using information and communication technologies for decades now; however, public e-services are still not widely used by the intended users. Repeatedly, scholars highlight the importance of trust for the successful adoption of public e-services and much research has empirically investigated the role of trust for public e-service adoption. In face of the substantial amount of research, this chapter summarises the current debates surrounding this topic and provides empirical insights on the role of trust for public e-service use in Germany. The insights of both empirical studies, i.e. the literature review and the interviews, result in a generalised model of citizens’ trust in the context of e-government.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 139.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 179.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 179.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

References

  • Abu-Shanab, E., & Harb, Y. (2019). E-government research insights: Text mining analysis. Electronic Commerce Research and Applications, 38, 892.

    Article  Google Scholar 

  • Akkaya, C., Wolf, P., & Krcmar, H. (2013). A comprehensive analysis of egovernment adoption in the german household. In Proceedings of the 11th International Conference on Wirtschaftsinformatik (pp. 1525–1539).

    Google Scholar 

  • Arduini, D., & Zanfei, A. (2014). An overview of scholarly research on public eservices? A meta-analysis of the literature. Telecommunications Policy, 38(56), 476–495.

    Article  Google Scholar 

  • Bannister, F., & Connolly, R. (2011). Trust and transformational government: A proposed framework for research. Government Information Quarterly, 28(2), 137–147.

    Article  Google Scholar 

  • Becker, J., Hofmann, S., & Räckers, M. (2011). Coverage of eGovernment security issues in mass media. In M. Janssen, H. J. Scholl, M. Wimmer, & Y.-H. Tan (Eds.), Electronic government (Lecture notes in computer science) (pp. 296–307). Heidelberg: Springer.

    Chapter  Google Scholar 

  • Belanche, D., Casaló, L. V., & Flavián, C. (2012a). Integrating trust and personal values into the technology acceptance model: The case of e-government services adoption. Cuadernos de Economía y Dirección de la Empresa, 15(4), 192–204.

    Google Scholar 

  • Belanche, D., Casaló, L. V., & Guinaliu, M. (2012b). How to make online public services trustworthy. Electronic Government: An International Journal, 9(3), 291–308.

    Google Scholar 

  • Bélanger, F., & Carter, L. (2008). Trust and risk in e-government adoption. The Journal of Strategic Information Systems, 17(2), 165–176.

    Article  Google Scholar 

  • Bélanger, F., & Carter, L. (2012). Digitizing government interactions with constituents: An historical review of e-government research in information systems. Journal of the Association for Information Systems, 13, 363–394.

    Article  Google Scholar 

  • Bélanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. The Journal of Strategic Information Systems, 11(3-4), 245–270.

    Article  Google Scholar 

  • Beldad, A., de Jong, M., & Steehouder, M. (2011). I trust not therefore it must be risky: Determinants of the perceived risks of disclosing personal data for e-government transactions. Computers in Human Behavior, 27(6), 2233–2242.

    Article  Google Scholar 

  • Ben Rehouma, M., & Hofmann, S. (2018). Government employees’ adoption of information technology: a literature review. In Proceedings of the 19th annual International Conference on Digital Government Research: Governance in the Data Age (pp. 1–10).

    Google Scholar 

  • Benamati, J., Fuller, M. A., Serva, M. A., & Baroudi, J. (2010). Clarifying the integration of trust and TAM in e-commerce environments: implications for systems design and management. IEEE Transactions on Engineering Management, 57(3), 380–393.

    Article  Google Scholar 

  • Benbya, H., Nan, N., Tanriverdi, H., & Yoo, Y. (2020). Complexity and information systems research in the emerging digital world. MIS Quarterly, 44(1), 1–17.

    Google Scholar 

  • Bouckaert, G. (2012). Trust and public administration. Administration, 60(1), 91–115.

    Google Scholar 

  • Bryson, J. M., Crosby, B. C., & Bloomberg, L. (2014). Public value governance: Moving beyond traditional public administration and the new public management. Public Administration Review, 74(4), 445–456.

    Article  Google Scholar 

  • Cabinakova, J., Kroenung, J., Eckhardt, A., & Bernuis, S. (2013). The importance of culture, trust, and habitual patterns - Determinants of crosscultural Egovernment adoption. In Proceedings of the 21st European Conference on Information Systems (ECIS 2013) (pp. 1–13).

    Google Scholar 

  • Carter, L., Weerakkody, V., Phillips, B., & Dwivedi, Y. K. (2016). Citizen adoption of e-government services: Exploring citizen perceptions of online services in the United States and United Kingdom. Information Systems Management, 33(2), 124–140.

    Article  Google Scholar 

  • Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: Serving rather than steering. Public Administration Review, 60(6), 549–559.

    Article  Google Scholar 

  • Distel, B. (2018). Bringing light into the shadows: An interview study on citizens’ non-adoption of e-government. Electronic Journal of e-Government, 16(2), 98–105.

    Google Scholar 

  • Distel, B. (2020). Assessing citizens’ non-adoption of public e-services in Germany. Information Polity, 25(2), 339–360.

    Google Scholar 

  • Distel, B., & Becker, J. (2017). All citizens are the same, aren’t they? - Developing an e-government user typology. In M. Janssen, K. Axelsson, O. Glassey, B. Klievink, R. Krimmer, I. Lindgren, P. Parycek, H. J. Scholl, & D. Trutnev (Eds.), Electronic government (pp. 336–347). Cham: Springer.

    Chapter  Google Scholar 

  • Distel, B., & Becker, J. (2018). A long and winding road? Analyzing e-government website maturity in Germany. In P. Drews, B. Funk, P. Niemeyer, & L. Xie (Eds.), Tagungsband Multikonferenz Wirtschaftsinformatik 2018 (Vol. 2, pp. 621–632). Lüneburg: Leuphana Universität Lüneburg.

    Google Scholar 

  • Distel, B., & Lindgren, I. (2019). Who are the users of digital public services? A critical reflection on differences in the treatment of citizens as ’users’ in e-government research. In P. Panagiotopoulos, N. Edelmann, O. Glassey, G. Misuraca, P. Parycek, T. Lampholtshammer, & B. Re (Eds.), Electronic participation (pp. 117–129). Cham: Springer.

    Chapter  Google Scholar 

  • Distel, B., & Ogonek, N. (2016). To adopt or not to adopt: A literature review on barriers to citizens’ adoption of e-government services. In Proceedings of the 24th European Conference on Information Systems (ECIS 2016) (pp. 1–17).

    Google Scholar 

  • Ebbers, W. E., Jansen, M. G., Pieterson, W. J., & van de Wijngaert, L. A. (2016). Facts and feelings: The role of rational and irrational factors in citizens’ channel choices. Government Information Quarterly, 33(3), 506–515.

    Article  Google Scholar 

  • European Commission. (2018). eGovernment Benchmark 2018: Securing eGovernment for all. Retrieved 26 April, 2021, from https://digital-strategy.ec.europa.eu/en/news/egovernment-benchmark-2018-digital-efforts-european-countries-are-visibly-paying

  • Eurostat. (2020a). Individuals using the internet for interaction with public authorities. Retrieved 04 February, 2020, from https://ec.europa.eu/eurostat/databrowser/view/tin00012/default/table

  • Eurostat. (2020b). Individuals using the internet for interaction with public authorities, by type of interaction. Retrieved 04 February, 2020, from https://ec.europa.eu/eurostat/databrowser/view/tin00013/default/table

  • Gilbert, D., Balestrini, P., & Littleboy, D. (2004). Barriers and benefits in the adoption of e–government. International Journal of Public Sector Management, 17(4), 286–301.

    Article  Google Scholar 

  • Hendriks, F., Distel, B., Engelke, K.M., Westmattelmann, D., & Wintterlin, F. (2020). Methodological and practical challenges of interdisciplinary trust researches. In B. Blöbaum (ed.) Trust and Communication. Findings and implications of trust research, Cham: Springer.

    Google Scholar 

  • Hevner, A. R., March, S. T., Park, J., & Ram, S. (2004). Design science in information systems research. MIS Quarterly, 28(1), 75–105.

    Google Scholar 

  • Ho, A. T.-K., & Ni, A. Y. (2004). Explaining the adoption of e-government features: A case study of Iowa county treasurers’ offices. The American Review of Public Administration, 34(2), 164–180.

    Article  Google Scholar 

  • Hofmann, S., Räckers, M., & Becker, J. (2012). Identifying factors of egovernment acceptance - A literature review. In Proceedings of the 33rd International Conference on Information Systems (ICIS) 2012 (pp. 1–19).

    Google Scholar 

  • Horst, M., Kuttschreuter, M., & Gutteling, J. M. (2007). Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands. Computers in Human Behavior, 23(4), 1838–1852.

    Article  Google Scholar 

  • Krouwel, A., & Abts, K. (2007). Varieties of euroscepticism and populist mobilization: Transforming attitudes from mild euroscepticism to harsh eurocynicism. Acta Politica, 42(2-3), 252–270.

    Article  Google Scholar 

  • Lewicki, R. J., McAllister, D. J., & Bies, R. J. (1998). Trust and distrust: New relationships and realities. Academy of Management Review, 23(3), 438–458.

    Article  Google Scholar 

  • Lindgren, I., & Jansson, G. (2013). Electronic services in the public sector: A conceptual framework. Government Information Quarterly, 30(2), 163–172.

    Article  Google Scholar 

  • Madsen, C. Ø., Hofmann, S., & Pieterson, W. (2019). Channel choice complications: Exploring the multiplex nature of citizens’ channel choices. In I. Lindgren, M. Janssen, H. Lee, A. Polini, M. P. Rodríguez Bolívar, H. J. Scholl, & E. Tambouris (Eds.), Electronic government (pp. 139–151). Cham: Springer.

    Chapter  Google Scholar 

  • Madsen, C. Ø., & Kræmmergaard, P. (2015). The efficiency of freedom: Single parents’ domestication of mandatory e-government channels. Government Information Quarterly, 32(4), 380–388.

    Article  Google Scholar 

  • Mayer, R. C., Davis, J. H., & Schoorman, D. F. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.

    Article  Google Scholar 

  • Mayring, P. (2015). Qualitative Inhaltsanalyse: Grundlagen und Techniken (12th ed.). Weinheim: Beltz.

    Google Scholar 

  • McKnight, D. H., & Chervany, N. L. (2001). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35–59.

    Article  Google Scholar 

  • McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research, 13(3), 334–359.

    Article  Google Scholar 

  • Milne, G. R., Rohm, A. J., & Bahl, S. (2004). Consumers’ protection of online privacy and identity. Journal of Consumer Affairs, 38(2), 217–232.

    Article  Google Scholar 

  • Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(1), 81–101.

    Article  Google Scholar 

  • Moyson, S., Van de Walle, S., & Groeneveld, S. (2016). What do public officials think about citizens? The role of public officials’ trust and their perceptions of citizens’ trustworthiness in interactive governance. In J. Edelenbos & I. van Meerkerk (eds.) Critical reflections on interactive governance(pp. 189-208). Cheltenham: Edward Elgar Publishing.

    Google Scholar 

  • Oksüz, A., Walter, N., Distel, B., Räckers, M., & Becker, J. (2016). Trust in the information systems discipline. In B. Blöbaum (Ed.), Trust and communication in a digitized world (pp. 205–223). New York: Springer-Verlag.

    Chapter  Google Scholar 

  • Papadomichelaki, X., & Mentzas, G. (2011). Analysing e-government service quality in Greece. Electronic Government: An International Journal, 8(5), 290–308.

    Article  Google Scholar 

  • Rose, J., Persson, J. S., Heeager, L. T., & Irani, Z. (2015). Managing eGovernment: value positions and relationships. Information Systems Journal, 25(5), 531–571.

    Article  Google Scholar 

  • Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust 1. Journal of Personality, 35(4), 651–665.

    Article  Google Scholar 

  • Rotter, J. B. (1971). Generalized expectancies for interpersonal trust. American Psychologist, 26(5), 443–452.

    Article  Google Scholar 

  • Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393–404.

    Article  Google Scholar 

  • Scheiber, P., Müller, L.-S., Krcmar, H., Exel, S., Motzet, K., & Bastin, M. (2019). eGovernment Monitor 2019: Nutzung und Akzeptanz digitaler Verwaltungsangebote. Deutschland: Österreich und Schweiz im Vergleich. Berlin, München: Initiative D21 e.V., Retrieved 27 April, 2021, from https://initiatived21.de/publikationen/egovernment-monitor-2019/

  • Sitkin, S. B., & Roth, N. L. (1993). Explaining the limited effectiveness of legalistic “remedies” for trust/distrust. Organization Science, 4(3), 367–392.

    Article  Google Scholar 

  • Snijkers, K. (2004). Digital administration and the role of trust. Information Polity, 9(3-4), 205–215.

    Google Scholar 

  • Teo, T. S., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99–132

    Google Scholar 

  • Thomas, J. C. (2013). Citizen, customer, partner: rethinking the place of the public in public management. Public Administration Review, 73(6), 786–796.

    Article  Google Scholar 

  • Van de Walle, S., & Six, F. (2014). Trust and distrust as distinct concepts: Why studying distrust in institutions is important. Journal of Comparative Policy Analysis: Research and Practice, 16(2), 158–174.

    Google Scholar 

  • Verdegem, P., & Verleye, G. (2009). User-centered E-government in practice: A comprehensive model for measuring user satisfaction. Government Information Quarterly, 26(3), 487–497.

    Article  Google Scholar 

  • Vom Brocke, J., Simons, A., Niehaves, B., Riemer, K., Plattfaut, R., Cleven, A., et al. (2009). Reconstructing the giant: on the importance of rigour in documenting the literature search process. Proceedings of the European Conference on Information Systems (ECIS 2009), 1–12.

    Google Scholar 

  • Vom Brocke, J., Simons, A., Riemer, K., Niehaves, B., Plattfaut, R., & Cleven, A. (2015). Standing on the shoulders of giants: Challenges and recommendations of literature search in information systems research. Communications of the Association for Information Systems, 37(1:9), 205–224.

    Google Scholar 

  • Warkentin, M., Gefen, D., Pavlou, P. A., & Rose, G. M. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.

    Article  Google Scholar 

  • Webster, J., & Watson, R. T. (2002). Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26(2), xiii–xxiii.

    Google Scholar 

  • Welch, E. W., Hinnant, C. E., & Moon, M. J. (2005). Linking citizen satisfaction with E-government and trust in government. Journal of Public Administration Research and Theory, 15(3), 371–391.

    Article  Google Scholar 

  • Whitmore, A., & Choi, N. (2010). Reducing the perceived risk of egovernment implementations. International Journal of Electronic Government Research, 6(1), 1–8.

    Article  Google Scholar 

  • Yang, K. (2005). Public administrators’ trust in citizens: A missing link in citizen involvement efforts. Public Administration Review, 65(3), 273–285.

    Article  Google Scholar 

  • Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure, 1840-1920. Research in Organizational Behavior, 8, 53–111.

    Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Bettina Distel .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

© 2021 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Distel, B., Koelmann, H., Schmolke, F., Becker, J. (2021). The Role of Trust for Citizens’ Adoption of Public E-Services. In: Blöbaum, B. (eds) Trust and Communication. Springer, Cham. https://doi.org/10.1007/978-3-030-72945-5_8

Download citation

Publish with us

Policies and ethics