The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B
Abstract
Abstract Electronic government (e-Government) systems are becoming an essential strategic tool in the delivery of e-Government-to-Business services (e-G2B). The purpose of this research is to explore direct and indirect effects of trust in online services on the satisfaction of the e-Government service users and other perceptions such as e-G2B system effectiveness and the operational effectiveness of organizations. Based on a sample of e-G2B service users from Saudi Arabia, our preliminary findings suggest that the effects of trust on user satisfaction are mediated by e-G2B system effectiveness measures (e.g., System Quality, Service Quality, and Information Quality) and by operational effectiveness. In addition, we find that operational effectiveness and information quality are the most important drivers of user satisfaction. In contrast to previous research, our results show a negative relationship between trust in online services and service quality and suggest that this finding may have important implications for theory and practice.
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Cites
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
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Information Systems Success: The Quest for the Dependent Variable
DeLone, W. H., & McLean, E. R. (1992) · Information Systems Research · doi:10.1287/isre.3.1.60 · Cited by 10,697
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
Bhattacherjee, A. (2001) · MIS Quarterly · doi:10.2307/3250921 · Cited by 8,767
AIMQ: a methodology for information quality assessment
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Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis
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Linking citizen satisfaction with e-government and trust in government
Welch, E. W. (2004) · Journal of Public Administration Research and Theory · doi:10.1093/jopart/mui021 · Cited by 1,222
The Effects of E‐Government on Trust and Confidence in Government
Tolbert, C. J., & Mossberger, K. (2006) · Public Administration Review · doi:10.1111/j.1540-6210.2006.00594.x · Cited by 1,092
Cited by
AI-based self-service technology in public service delivery: User experience and influencing factors
Chen, T., Guo, W., Gao, X., & Liang, Z. (2021) · Government Information Quarterly · doi:10.1016/j.giq.2020.101520 · Cited by 268
Chohan, S. R., & Hu, G. (2022) · Information Technology for Development · doi:10.1080/02681102.2020.1841713 · Cited by 163
Automating E-government services with artificial intelligence
Al-Mushayt, O. S. (2019) · IEEE Access · doi:10.1109/access.2019.2946204 · Cited by 160
Han, L., Ma, Y., Addo, P. C., Liao, M., & Fang, J. (2023) · Behavioral Sciences · doi:10.3390/bs13050385 · Cited by 54
Metadata
- Authors
- Santa, R., MacDonald, J. B., & Ferrer, M.
- Venue
- Government Information Quarterly
- Publisher
- Elsevier BV
- Published
- 2019-01
- Volume
- 36
- Issue
- 1
- Pages
- 39-50
- ISSN
- 0740-624X (ISSN-L)
- OpenAlex
- W2897880615
- Cited by
- 185
- References
- 7
- FWCI
- 64.36
- Type
- journal article
- Language
- en
- Open access
- closed
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- Santa, R., MacDonald, J. B., & Ferrer, M. (2019). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. Government Information Quarterly. https://doi.org/10.1016/j.giq.2018.10.007
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