Trust transfer in the continued usage of public e-services
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- Findingown data
The relationship between interpersonal recommendations and trust in the public e-service was nonsignificant.
“The relationship between interpersonal recommendations and trust in the e-service was nonsignificant”
Quote in the paperSubstantial claim - Findingown data
Recommendations from public administrations influence trust.
“Trust was influenced by e-service quality and recommendations from public administrations and interpersonal sources.”
Quote in the paperSubstantial claim - Findingown data
e-Service quality influences trust.
“Trust was influenced by e-service quality and recommendations from public administrations and interpersonal sources.”
Quote in the paperSubstantial claim - Findingown data
Trust in the public e-service mediates the influence of both trust in the public administration and trust in the Internet on continuance intentions.
“Our results show that trust in the public e-service mediates the influence of both trust in the public administration and trust in the Internet on continuance intentions.”
Quote in the paperSubstantial claim - Findingown data
Recommendations made by public administrations influenced trust in the public e-service (b = 0.123, p < 0.01).
“Also in support of H4a-c, our results showed that recommendations made by public administrations influenced formations of trust in public administrations (b = 0.092, p < 0.10), the public e-service (b = 0.123, p < 0.01), and the Internet (b = 0.142, p < 0.05).”
Quote in the paperSubstantial claim
- Findingown data
Trust in the public e-service significantly related to continuance intentions (b = 0.148, p < 0.01).
“Finally, trust in the public e-service significantly related to continuance intentions (b = 0.148, p < 0.01), in support of H6.”
Quote in the paperSubstantial claim - Findingown data
The proposed model displayed better fit measures than rival model I (CFI 0.921 vs 0.917; normed chi-square 3.456 vs 3.565; AIC 280.88 vs 325.08).
“Our proposed model displayed better fit measures than rival model I.The CFI indicator of the rival model (0.917) was lower than the CFI of the proposed model (0.921) and its ratio of x 2 to degrees of freedom was slightly higher (3.565 versus 3.456).In addition, Akaike [3] recommends a model with lower AIC indicators over other models based on the same sample.On this criterion, our proposed model”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [3] 3. H. Akaike, Information theory and an extension of the maximum likelihood principle. Paper presented at the International symposium on information theory, Budapest, Hungary, 1973.
- Findingown data
The proposed model's AIC (280.88) was better than rival model II's AIC (283.01).
“The AIC was similar but better in our proposed model (AIC = 280.88)compared with rival model II (AIC = 283.01).”
Quote in the paperNot a substantial claim - Findingown data
Recommendations made by public administrations influenced trust in the Internet (b = 0.142, p < 0.05).
“Also in support of H4a-c, our results showed that recommendations made by public administrations influenced formations of trust in public administrations (b = 0.092, p < 0.10), the public e-service (b = 0.123, p < 0.01), and the Internet (b = 0.142, p < 0.05).”
Quote in the paperSubstantial claim - Findingown data
Without controlling for perceived usefulness and satisfaction, the effect of trust in the public e-service on continuance intentions would have been b = 0.597, p < 0.001.
“If we had ignored these controls, the effect of trust in the public e-service would have appeared much greater (b = 0.597, p < 0.001, see Basic model in Table 5).”
Quote in the paperSubstantial claim - Findingown data
E-service quality positively related to trust in the public e-service (b = 0.346, p < 0.01).
“E-service quality related positively to trust in the public administration (b = 0.671, p < 0.01), trust in the public e-service (b = 0.346, p < 0.01), and trust in the Internet (b = 0.346, p < 0.01), in support of H3a-c.”
Quote in the paperSubstantial claim - Findingown data
For citizens with high time consciousness, interpersonal recommendations related negatively to trust in the public e-service.
“For citizens with high time consciousness, interpersonal recommendations related negatively to trust in the public e-service.”
Quote in the paperSubstantial claim - Findingown data
Perceived usefulness positively affected continuance intentions (b = 0.196, p < 0.01).
“Both perceived usefulness (b = 0.196, p < 0.01) and satisfaction (b = 0.673, p < 0.01) exerted strong and significant effects on continuance intentions, in line with previous research [14].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
- Findingown data
Trust in the Internet positively affected trust in the public e-service (b = 0.271, p < 0.01).
“Trust in the public administration and trust in the Internet positively affected trust in the public e-service (b = 0.376, p < 0.01, and b = 0.271, p < 0.01, respectively).”
- Also stated in: § 6.2.2. Rival model II: partial mediation · plain
“the effects of trust in the public administration and the Internet on trust in the public e-service were significant (b = 0.376, p < 0.01, and b = 0.272, p < 0.01, respectively)”
Quote in the paperSubstantial claim - Also stated in: § 6.2.2. Rival model II: partial mediation · plain
- Findingown data
Interpersonal recommendations positively related to trust in the Internet (b = 0.122, p < 0.05).
“We also found support for H5c, in that interpersonal recommendations positively related to trust in the Internet (b = 0.122, p < 0.05).”
Quote in the paperNot a substantial claim - Findingown data
Interpersonal recommendations affected trust in the public administration weakly (b = 0.084, p < 0.10).
“Although interpersonal recommendations affected trust in the public administration, the effect was weak (b = 0.084, p < 0.10), in support of H5a.”
Quote in the paperNot a substantial claim - Findingown data
Trust in the Internet yielded an R-square value of 0.155.
“Furthermore, trust in the public administration and trust in the Internet yielded R-square values of 0.466 and 0.155, respectively.”
Quote in the paperNot a substantial claim - Findingown data
Interpersonal recommendations had no significant effect on trust in the public e-service (b = 0.029).
“However, we must reject H5b, because the effect of interpersonal recommendations on trust in the public e-service was not significant (b = 0.029).”
Quote in the paperSubstantial claim - Findingown data
Trust in the public administration positively affected trust in the public e-service (b = 0.376, p < 0.01).
“Trust in the public administration and trust in the Internet positively affected trust in the public e-service (b = 0.376, p < 0.01, and b = 0.271, p < 0.01, respectively).”
Quote in the paperSubstantial claim - Findingown data
Trust in the public administration yielded an R-square value of 0.466.
“Furthermore, trust in the public administration and trust in the Internet yielded R-square values of 0.466 and 0.155, respectively.”
Quote in the paperNot a substantial claim - Findingown data
Recommendations made by public administrations influenced trust in public administrations (b = 0.092, p < 0.10).
“Also in support of H4a-c, our results showed that recommendations made by public administrations influenced formations of trust in public administrations (b = 0.092, p < 0.10), the public e-service (b = 0.123, p < 0.01), and the Internet (b = 0.142, p < 0.05).”
Quote in the paperSubstantial claim - Findingown data
E-service quality positively related to trust in the public administration (b = 0.671, p < 0.01).
“E-service quality related positively to trust in the public administration (b = 0.671, p < 0.01), trust in the public e-service (b = 0.346, p < 0.01), and trust in the Internet (b = 0.346, p < 0.01), in support of H3a-c.”
Quote in the paperSubstantial claim - Findingown data
For citizens with low time consciousness, trust in the e-service was enhanced by interpersonal recommendations.
“As we show in Table 7, trust in the e-service was enhanced by interpersonal recommendations when time efficiency concerns were less important.”
Quote in the paperSubstantial claim - Findingown data
Satisfaction positively affected continuance intentions (b = 0.673, p < 0.01).
“Both perceived usefulness (b = 0.196, p < 0.01) and satisfaction (b = 0.673, p < 0.01) exerted strong and significant effects on continuance intentions, in line with previous research [14].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
- Findingown data
Interpersonal and institutional recommendations do not have the same effects for every individual.
“We therefore specify whether these influences come from interpersonal or institutional sources and show that they do not have the same effects for every individual.”
Quote in the paperSubstantial claim - Findingown data
E-service quality positively related to trust in the Internet (b = 0.346, p < 0.01).
“E-service quality related positively to trust in the public administration (b = 0.671, p < 0.01), trust in the public e-service (b = 0.346, p < 0.01), and trust in the Internet (b = 0.346, p < 0.01), in support of H3a-c.”
Quote in the paperSubstantial claim - Findingown data
The explained variance of continuance intentions was R2 = 0.686.
“The explained variance of trust in the public e-service was high (R 2 = 0.664), and a comparable amount of variance could be explained in continuance intentions (R 2 = 0.686).”
Quote in the paperNot a substantial claim - Findingown data
The explained variance of trust in the public e-service was R2 = 0.664.
“The explained variance of trust in the public e-service was high (R 2 = 0.664), and a comparable amount of variance could be explained in continuance intentions (R 2 = 0.686).”
Quote in the paperNot a substantial claim - Findingown data
A trust transfer process exists by which trust in public administrations and trust in the Internet relate to trust in the public e-service.
“We found a trust transfer process, by which trust in public administrations and trust in the Internet relate to trust in the public e-service.”
Quote in the paperSubstantial claim - Findingown data
The transfer effect of trust in the Internet is smaller than that of trust in the public administration.
“The transfer effect of trust in the Internet is smaller than that of trust in the public administration, which suggests that the delivery channel is relatively less important than which entity provides the service when citizens evaluate e-service trustworthiness.”
Quote in the paperSubstantial claim - Findingown data
Trust in the public e-service is created by public administration recommendations.
“Feelings of trust also created by interpersonal and public administration recommendations, and e-service quality.”
Quote in the paperNot a substantial claim - Premisecitation
Trust enhances behavioral continuance intentions by reducing uncertainty about the system and related processes.
“Trust enhances behavioral continuance intentions by reducing uncertainty about the system and related processes [70].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [70] 70. C. Moorman, R. Deshpande ´, G. Zaltman, Factors affecting trust in market research relationships, J. Market. 57, 1993, pp. 81-101. source
- Premisecitation
The trust transfer process is cognitive, such that one domain influences attitudes and perceptions in another domain.
“we extend insights into trust transfer theory, which states that the trust transfer process is cognitive, such that one domain influences attitudes and perceptions in another domain [61,90].”
Quote in the paperSubstantial claim0 of 2 sources checked- cites [61] 61. Y. Lu, S. Yang, P.Y.K. Chau, Y. Cao, Dynamyics between the trust transfer process and intentions to use mobile payment services: A cross-environment perspec- tive, Inform. Manage. 48, 2011, pp. 393-403. source
- cites [90] 90. K. Stewart, Trust transfer on the world wide web, Org. Sci. 14 (1), 2003, pp. 5-17. source
- Study design and conductcitation
Item SYS3 of the system availability dimension was removed because its factor loading was lower than 0.5.
“The item SYS3 of the system availability dimension was removed, because its factor loading was lower than 0.5 [49].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [49] 49. K. Jo ¨reskog, D. So ¨rbom, LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language. Chicago: Scientific Software International. Chicago IL: Inc., 1993.
- Study design and conductcitation
Initial reliability of the scales was indicated by Cronbach's alphas with a threshold value of 0.7.
“The Cronbach's alphas indicated the initial reliability of the scales, with a threshold value of 0.7 [25].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [25] 25. L. Cronbach, Essentials of Psychological Testing, Harper and Row, New York, NY, 1970.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- Interpretationown data
Trust explained additional variance in continuance intentions beyond perceived usefulness and satisfaction.
“Although accounting for the effects of perceived usefulness and satisfaction weakened the trust-based influence on continuance intentions, we found that trust explained additional variance, beyond that offered by existing drivers.”
Quote in the paperSubstantial claim - Interpretationown data
Trust can be decomposed according to its different referents.
“As our first important contribution, we show that trust can be decomposed according to its different referents.”
Quote in the paperSubstantial claim - Study design and conductcitation
Item-to-total correlation exceeded the minimum value of 0.3 in all cases.
“The item-to-total correlation exceeded the minimum value of 0.3 in all cases [74].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [74] 74. M. Nurosis, SPSS. Statistical Data Analysis, SPSS Inc, 1993.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- Study design and conductown data
Discriminant validity was satisfied: the square root of the AVE indicators was greater than the correlations between constructs for all pairs.
“Finally, to test discriminant validity, or whether each construct was distinct from other constructs not theoretically related to it, we followed Fornell and Larcker [34] and assessed whether the square root of the AVE indicators was greater than the correlations between the constructs.As Table 4 reveals, all pairs of constructs satisfied this criterion.”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [34] 34. C. Fornell, D. Larcker, Evaluating structural equation models with unobservable variables and measurement error, J. Market. Res. 18 (3), 1981, pp. 39-50. source
- Interpretationown data
Trust in the public e-service fully mediated the effect of e-service quality on continuance intentions.
“We therefore concluded that trust in the public e-service fully mediated the effect of e-service quality on continuance intentions.”
Quote in the paperSubstantial claim - Interpretationown data
Three elements that determine an e-service transaction (provider, service, and underlying technology) are interrelated.
“Three elements that determine an e-service transaction (provider, service, and underlying technology) are interrelated; we conclude in particular that trust in the public e-service mediates between trust in the public administration and continuance intentions, as well as between trust in the Internet and continuance intentions.”
Quote in the paperSubstantial claim - Study design and conductown data
The structural equation model had acceptable global fit indicators.
“The global fit indicators were acceptable (x 2 (df) = 1876.83(543), p < 0.01; Satorra-Bentler scaled x 2 (df) = 1366.87(543), p < 0.01; NNFI = 0.914; CFI = 0.921; IFI = 0.922; RMSEA = 0.063; normed x 2 = 3.456), though again with the x 2 limitation.”
Quote in the paperSubstantial claim - Premisecitation
Trust in an entity that consists of different components is based on feelings toward the most salient component.
“Following trust transfer theory [86,90], we assert that trust in an entity that consists of different components is based on feelings toward the most salient component.”
Quote in the paperSubstantial claim0 of 2 sources checked - Interpretationreasoning
Trust transfers to the e-service from two elements: provider characteristics and technology characteristics.
“That is, trust transfers to the e-service from two elements: provider characteristics and technology characteristics.”
Quote in the paperSubstantial claim - Interpretationown data
Trust in the public e-service fully mediated between its antecedents and continuance intentions.
“Across M3-M6, we found no significant x 2 differences, so trust in the public e-service fully mediated between its antecedents and continuance intentions.”
Quote in the paperSubstantial claim - Interpretationown data
The non-significant effect of interpersonal recommendations on trust in the public e-service in the base model features both positive and negative effects according to individual time consciousness.
“The non-significant effect in our base model thus features both positive and negative effects, according to individual time consciousness.”
Quote in the paperSubstantial claim - Interpretationown data
The study empirically substantiates a trust transfer process by which trust in public administrations and in the Internet relate to trust in the public e-service.
“We propose and empirically substantiate a trust transfer process, by which trust in public administrations and in the Internet relate to trust in the public e-service.”
Quote in the paperSubstantial claim - Interpretationreasoning
The delivery channel is relatively less important than which entity provides the service when citizens evaluate e-service trustworthiness.
“The transfer effect of trust in the Internet is smaller than that of trust in the public administration, which suggests that the delivery channel is relatively less important than which entity provides the service when citizens evaluate e-service trustworthiness.”
Quote in the paperSubstantial claim - Interpretationown data
Assessments of trust in the public e-service are the most proximal to individual intentions to keep using the e-service.
“Apparently, assessments of trust in the public e-service are the most proximal to individual intentions to keep using the e-service.”
Quote in the paperSubstantial claim - Interpretationcitation
People apply analogy rule-based processing, in which presumptions about related entities guide behavior.
“Furthermore, our findings correspond to conclusions from trust transfer studies that include contextually related entities and suggest that people apply analogy rule-based processing, in which presumptions about the related entities guide behavior [57].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [57] 57. J.D. Lee, A. See, Trust in automation: designing for appropriate reliance, Human Factors 46 (1), 2004, pp. 50-80. source
- Interpretationown data
Findings of relationship marketing literature linking trust to loyalty can be applied to continuance usage frameworks.
“Although we confirm satisfaction and usefulness as key drivers of continuance intentions [14], our integrative model also indicates that the findings of relationship marketing literature, linking trust to loyalty [42], can be applied to continuance usage frameworks.”
Quote in the paperSubstantial claim0 of 2 sources checked- cites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
- cites [42] 42. L. Harris, M. Goode, The four levels of loyalty and the pivotal role of trust: a study of online service dynamics, J. Retail. 80 (2), 2004, pp. 139-158. source
- Premisecitation
Spain's power distance rating is 2% higher than the world average.
“Spain's power distance rating is 2% higher than the world average, so our sample may be representative of the relevance of trust transfer in e-government evaluations.”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [44] 44. G. Hofstede, Culture's Consequences: International Differences in Work-Related Values, Sage Publications, Inc, London, 1980.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- Interpretationown data
E-government service recommendations by public administrations and interpersonal sources offer important antecedents of individual trust in a public e-service, the underlying technology, and the service provider.
“Finally, we consider influences by relevant others and reveal that e-government service recommendations by public administrations and interpersonal sources offer important antecedents of individual trust in a public e-service, the underlying technology, and the service provider.”
Quote in the paperSubstantial claim - Interpretationreasoning
The Spanish sample may be representative of the relevance of trust transfer in e-government evaluations.
“Spain's power distance rating is 2% higher than the world average, so our sample may be representative of the relevance of trust transfer in e-government evaluations.”
Quote in the paperNot a substantial claim - Premisecitation
Spain's level of uncertainty avoidance is 22% higher than the world average.
“However, people in cultures characterized by a higher uncertainty avoidance are more concerned about risks and desire higher levels of trust [4], and here, Spain's level of uncertainty avoidance is 22% higher than the world average [45].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [45] 45. G. Hofstede. (2010). Geert Hofstede Cultural Dimensions. http://www.geert- hofstede.com/.
Not checked in the free run.
- Interpretationown data
E-service quality simultaneously affects three different, related entities of trust.
“Extending literature that confirms the positive effects of quality on trust in the online store [30], technology trustworthiness [22], and trust in the vendor [73], we show how quality simultaneously affects three different, related entities of trust.”
Quote in the paperSubstantial claim0 of 3 sources checked- cites [30] 30. A. Everard, D. Galletta, How presentation flaws affect perceived site quality, trust, and intention to purchase from an online store, J. Manage. Inform. Syst. 22 (3), 2006, pp. 56-95. source
- cites [22] 22. B. Corbitt, T. Thanasankit, H. Yi, Trust and e-commerce: a study of consumer perceptions, Electron. Commerce Res. Appl. 2 (3), 2003, pp. 203-215. source
- cites [73] 73. A. Nicolaou, D. McKnight, Perceived information quality in data exchanges: Effects on risk, trust, and intention to use, Inform. Syst. Res. 17 (4), 2006, p. 332. source
- Interpretationcitation
People from different countries likely build trust perceptions differently.
“In addition, cultural values and social norms guide people's beliefs and behaviors [44], so people from different countries likely build trust perceptions differently [4].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [4] 4. C. Akkaya, P. Wolf, H. Krcmar, The Role of Trust in E-Government Adoption: A Literature Review. Paper presented at the AMCIS 2010, Lima, Peru, 2010.
- May combine two claims. 19
- Classified as probably not a substantial claim. 23
- The quote only partly states this claim. 3
May combine two claims.
Findingown dataTime consciousness moderates the effect of interpersonal recommendations on trust, such that the effect is negative for time-conscious users and positive for less time-conscious users.
“we found a strong moderating influence of time consciousness”
- Also stated in: § 1. Introduction · plain
“we find that time-conscious users experience a negative impact of interpersonal recommendations, but their effect is positive for people who are less concerned about time as a scarce resource.”
Quote in the paperSubstantial claim- Also stated in: § 1. Introduction · plain
Probably not a substantial claim: may not pass S3 (load-bearing). The quote only partly states this claim.
Findingown dataInterpersonal recommendations influence trust.
“Trust was influenced by e-service quality and recommendations from public administrations and interpersonal sources.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataIn rival model I, only trust in the public e-service yielded a significant effect on continuance intentions (b = 0.218, p < 0.01), whereas the other trust constructs did not relate significantly to the dependent variable.
“With regard to the coefficients, only trust in the public e-service yielded a significant effect on continuance intentions (b = 0.218, p < 0.01), whereas the other trust constructs did not relate significantly to our dependent variable.”
Quote in the paperSubstantial claimThe quote only partly states this claim.
Findingown dataTrust in the public e-service is created by interpersonal recommendations.
“Feelings of trust also created by interpersonal and public administration recommendations, and e-service quality.”
Quote in the paperNot a substantial claimThe quote only partly states this claim.
Findingown dataTrust in the public e-service is created by e-service quality.
“Feelings of trust also created by interpersonal and public administration recommendations, and e-service quality.”
Quote in the paperNot a substantial claimMay combine two claims.
Findingown dataControlling for perceived usefulness and satisfaction, trust in the e-service has a significant positive effect on continuance intentions, almost on par with perceived usefulness.
“Controlling for perceived usefulness and satisfaction, we find a significant, positive effect of trust in the e-service on users' continuance intentions, an influence almost on par with that of perceived usefulness.”
Quote in the paperSubstantial claimMay combine two claims.
Findingown dataThere are no direct effects of trust in the public administration or the Internet on continuance intentions.
“With a rival model analysis, we also confirm the importance of the transfer process in optimizing continuance intentions, because we found no direct effects of trust in the public administration or the Internet on continuance intentions.”
Quote in the paperSubstantial claimMay combine two claims.
PremisecitationPerceived usefulness and satisfaction constitute primary drivers of continuance intentions.
“We also acknowledge that perceived usefulness and satisfaction constitute primary drivers of continuance intentions [14,99].”
Quote in the paperSubstantial claim0 of 2 sources checked- cites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
- cites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source
Classified as probably not a substantial claim.
PremisecitationTrust transfer occurs when a person develops trust in an entity because of her or his trust in a related entity.
“It occurs when a person develops trust in an entity because of her or his trust in a related entity [90].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [90] 90. K. Stewart, Trust transfer on the world wide web, Org. Sci. 14 (1), 2003, pp. 5-17. source
Probably not a substantial claim: may not pass S2 (checkable). May combine two claims.
PremisecitationTrust is essential to maintaining ongoing relationships and countering uncertain situations.
“Trust is essential to maintaining ongoing relationships and countering uncertain situations [9,64]”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [9] 9. Y. Bart, V. Shankar, F. Sultan, G. Urban, Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study J. Market. 69 (4), 2005, pp. 133-152. source
- cites [64] 64. D. McKnight, N. Chervany, What trust means in e-commerce customer relation- ships: an interdisciplinary conceptual typology, Int. J. Electron. Comm. 6 (2), 2001, pp. 35-59. source
Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.
Study design and conductreasoningThe first version of the scales was developed from an extensive review of online trust literature, which helped ensure content validity.
“We developed a first version of the scales on the basis of an extensive review of online trust literature, which helped ensure content validity.”
Quote in the paperNot a substantial claimClassified as probably not a substantial claim.
Study design and conductreasoningAccounting for perceived usefulness and satisfaction ensures that any significant effect of the three trust variables in the study is robust.
“By accounting for these variables and their high explanatory power, we ensure that any significant effect of the three trust variables in our study is robust.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
PremisecitationTrust can be assessed by beliefs or intentions.
“Trust can be assessed by beliefs or intentions [63,70].”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [63] 63. D. McKnight, L. Cummings, N. Chervany, Initial trust formation in new organi- zational relationships, Acad. Manage. Rev. 23 (3), 1998, pp. 473-490. source
- cites [70] 70. C. Moorman, R. Deshpande ´, G. Zaltman, Factors affecting trust in market research relationships, J. Market. 57, 1993, pp. 81-101. source
May combine two claims.
Interpretationown dataTrust in the public e-service fully mediates the relationship between trust in the public administration and continuance intentions, and between trust in the Internet and continuance intentions.
“We therefore confirm a full mediating role of trust in the public e-service.”
- Also stated in: § 8. Discussion · plain
“we conclude in particular that trust in the public e-service mediates between trust in the public administration and continuance intentions, as well as between trust in the Internet and continuance intentions.”
Quote in the paperSubstantial claim- Also stated in: § 8. Discussion · plain
May combine two claims.
Interpretationown dataE-service quality and recommendations from public administrations and interpersonal sources are additional antecedents of trust.
“Additional antecedents include e-service quality and recommendations from both public administrations and interpersonal sources.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing). May combine two claims.
PremisecitationIn modern society, time is an increasingly scarce resource, and many people believe that employing time efficiently is essential to improving their quality of life.
“In modern society, time is an increasingly scarce resource, and many people believe that employing time efficiently is essential to improving their quality of life [28].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [28] 28. M. Dijst, M. Kwan, Accessibility and quality of life: time-geographic perspectives, in: K.P. Donaghy, S. Poppelreuter, G. Rudinger (Eds.), Social Dimensions of Sustainable Transport: Transatlantic Perspectives, Ashgate Publishing Limited, Aldershot, England, 2005, pp. 109-126.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.
Study design and conductown dataThe socio-demographic profile of the sample is similar to that of Spanish users of transactional e-government services and Spanish Internet users, with slight differences reflecting taxpayers (more middle-aged people, slightly more men).
“In Table 2, we compare the socio-demographic profile of the sample with that of Spanish users of transactional e-government services [47] and Spanish Internet users [80]; we find similar patterns across the three samples, with some slight differences that represent the specific profile of taxpayers (higher representation of middle-aged people, slightly higher representation of men [1]).”
Quote in the paperNot a substantial claim0 of 3 sources checked- cites [47] 47. Instituto Nacional de Estadı ´stica. Encuesta sobre Equipamiento y Uso de Tec- nologı ´as de la Informacio ´n y Comunicacio ´n en los hogares 2011. Retrieved from: http://www.ine.es/jaxi/menu.do?type=pcaxis&path=/t25/p450&file=inebase, 2011.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- cites [80] 80. RED.ES, Perfil sociodemogra ´fico de los internautas: Ana ´lisis de datos INE 2008, 2009. Retrieved from http://www.ontsi.red.es/estudios-informes/109, 2009.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- cites [1] 1. AEAT, Estadı ´stica de los declarantes del IRPF 2008: Agencia Estatal de la Admin- istracio ´n Tributaria, 2009.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Classified as probably not a substantial claim. May combine two claims.
PremisecitationTrust in an e-service reassures the user of the stable relationship with the service provider while also providing evidence that it is unlikely the system will break down or lose its value in the future.
“trust in an e-service reassures the user of the stable relationship with the service provider while also providing evidence that it is unlikely the system will break down or lose its value in the future [99].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source
Probably not a substantial claim: may not pass S3 (load-bearing).
Study design and conductreasoningSeveral sections of the survey adopted divergent layouts to prevent consistency motifs and meaningfully separate trust entities.
“To prevent respondents from displaying consistency motifs in their answers and meaningfully separate the trust entities, several sections of the survey adopted divergent layouts.”
Quote in the paperNot a substantial claimProbably not a substantial claim: may not pass S4 (based).
PremisereasoningBecause independent entities simultaneously participate in public e-service provision, trust might be attributed to different referents.
“Because independent entities simultaneously participate in public e-service provision, trust might be attributed to different referents.”
Quote in the paperNot a substantial claimClassified as probably not a substantial claim.
PremisecitationTrust constitutes an essential element of long-term relationships.
“trust constitutes an essential element of longterm relationships [71]”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [71] 71. R. Morgan, S. Hunt, The commitment-trust theory of relationship marketing, J. Market. 58 (3), 1994, pp. 20-38. source
Probably not a substantial claim: may not pass S2 (checkable), S4 (based). May combine two claims.
PremisereasoningUsers could receive recommendations about public e-services from different sources, which may help them better assess the trustworthiness of different elements in the e-service system.
“Most studies focus on a single recommending source at a time, such as interpersonal or consumer-to-consumer recommendations [55,102], but users could receive recommendations about public e-services from different sources, which may help them better assess the trustworthiness of different elements in the e-service system.”
Quote in the paperNot a substantial claimProbably not a substantial claim: may not pass S2 (checkable), S4 (based).
Interpretationnone givenThe general conceptualization enables overcoming the difficulty of asking citizens to assess specific properties of impersonal entities, such as benevolence.
“This general conceptualization enables us to overcome the difficulty of asking citizens to assess specific properties of impersonal entities, such as benevolence.”
Quote in the paperNot a substantial claimMay combine two claims.
Study design and conductown dataConvergent validity was confirmed: all factor loadings were significant at 0.01 and exceeded 0.5, and AVE values were all greater than 0.5.
“To test for convergent validity, we confirmed that all factor loadings were significant (at 0.01) and exceeded 0.5 [89].The average variance extracted (AVE) values were all greater than 0.5 (Table 4).”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [89] 89. J. Steenkamp, I. Geyskens, How country characteristics affect the perceived value of Web sites, J. Market. 70 (3), 2006, pp. 136-150. source
Classified as probably not a substantial claim.
Study design and conductreasoningPerceived usefulness and satisfaction were included as control variables to increase the internal validity of the analysis.
“Following previous literature, and to increase the internal validity of our analysis, we consider perceived usefulness and satisfaction as control variables that should affect continuance intentions.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
PremisecitationIntentions for continued usage relate to other psychological constructs, such as perceived usefulness and satisfaction.
“Previous research shows that intentions for continued usage relate to other psychological constructs, such as perceived usefulness and satisfaction [14,99].”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [14] 14. A. Bhattacherjee, Understanding information systems continuance: An expec- tation-confirmation model, MIS Quart. 25 (3), 2001, pp. 351-370. source
- cites [99] 99. B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, Information systems continuance intention of web-based applications customers: The case of online banking, Inform. Manage. 45 (7), 2008, pp. 419-428. source
Probably not a substantial claim: may not pass S3 (load-bearing).
Study design and conductcitationMeasures based on beliefs of overall trust were used, consistent with previous e-government studies.
“Consistent with previous e-government studies, we used measures based on beliefs of overall trust [17,46].”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [17] 17. L. Carter, F. Be ´langer, The utilization of e-government services: citizen trust, innovation and acceptance factors, Inform. Syst. J. 15 (1), 2005, pp. 5-25. source
- cites [46] 46. S.-Y. Hung, C.-M. Chang, T.-J. Yu, Determinants of user acceptance of the e- Government services: The case of online tax filing and payment system, Govt. Inform. Quart. 23 (1), 2006, pp. 97-122. source
Probably not a substantial claim: may not pass S3 (load-bearing).
Study design and conductcitationA four-dimensional, higher-order construct was considered in which each E-S-QUAL subdimension was a single-order factor.
“Building on a dominant stream in e-service literature [24,31], we considered a fourdimensional, higher-order construct in which each E-S-QUAL subdimension was a single-order factor.”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [24] 24. E. Cristobal, C. Flavia ´n, M. Guinalı ´u, Perceived e-service quality (PeSQ): Mea- surement validation and effects on consumer satisfaction and web site loyalty, Manag. Serv. Qual. 17 (3), 2007, pp. 317-340. source
- cites [31] 31. M. Fassnacht, I. Koese, Quality of electronic services, J. Serv. Res. 9 (1), 2006, pp. 19-37. source
Probably not a substantial claim: may not pass S3 (load-bearing). May combine two claims.
Study design and conductcitationE-service quality was assessed using the E-S-QUAL scale adapted to mitigate its focus on e-commerce, with three items for each of four dimensions.
“To assess e-service quality, we used the E-S-QUAL scale [76], adapted to mitigate its focus on e-commerce.Thus we employed three items for each of the four dimensions.”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [76] 76. A. Parasuraman, V. Zeithaml, A. Malhotra, ES-QUAL: A multiple-item scale for assessing electronic service quality, J. Service Res. 7 (3), 2005, pp. 213-233. source
Checked before — its earlier verdict is held back until a new check runs.
Probably not a substantial claim: may not pass S3 (load-bearing).
PremisecitationThe transmission of trust depends on the person's assessment of the entities' similarity, proximity, or belongingness to a trusted referent.
“The transmission depends on the person's assessment of the entities' similarity, proximity, or belongingness to a trusted referent [40,90].”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [40] 40. K. Grayson, D. Johnson, D.-F.R. Chen, Is firm trust essential in a trusted envi- ronment? How trust in the business context influence customers J. Market. Res. 45, 2008, pp. 241-256. source
- cites [90] 90. K. Stewart, Trust transfer on the world wide web, Org. Sci. 14 (1), 2003, pp. 5-17. source
May combine two claims.
Study design and conductown dataFace validity of the adapted measures was tested using a variation of Zaichkowsky's method with a panel of 10 experts, retaining items with high consensus.
“We tested the face validity of the adapted measures using a variation of Zaichkowsky's [105] method: We asked a panel of 10 experts to classify each item as ''clearly representative,'' ''somewhat representative,'' or ''not representative'' of the focal construct.We retained items that produced a high level of consensus among the experts [60].”
Quote in the paperNot a substantial claim0 of 2 sources checked- cites [105] 105. J. Zaichkowsky, Measuring the involvement construct, J. Cons. Res. 12 (3), 1985, pp. 341-352. source
- cites [60] 60. D. Lichtenstein, R. Netemeyer, S. Burton, Distinguishing coupon proneness from value consciousness: an acquisition-transaction utility theory perspective, J. Market. 54 (3), 1990, pp. 54-67. source
May combine two claims.
InterpretationreasoningOthers' recommendations are less useful to shape beliefs for time-conscious people and may introduce a negative influence.
“This makes others' recommendations less useful to shape beliefs and may apparently even introduce a negative influence.”
Quote in the paperSubstantial claimProbably not a substantial claim: may not pass S3 (load-bearing).
PremisecitationIn Hofstede's taxonomy, higher power distance cultures tend to obey governmental regulations and procedures.
“In Hofstede's [44] taxonomy for example, higher power distance cultures tend to obey governmental regulations and procedures [4].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [4] 4. C. Akkaya, P. Wolf, H. Krcmar, The Role of Trust in E-Government Adoption: A Literature Review. Paper presented at the AMCIS 2010, Lima, Peru, 2010.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
May combine two claims.
InterpretationcitationInternet-savvy users do not automatically develop a high level of trust in a public e-service; they must trust public administrations before they will do so.
“In line with previous findings in e-government [12], Internet-savvy users do not automatically develop a high level of trust in a public e-service; they must trust public administrations before they will do so.”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [12] 12. A. Beldad, T. Van der Geest, M. de Jong, M. Steehouder, Shall I tell you where I live and who I am? Factors influencing the behavioral intention to disclose personal data for online government transactions Int. J. Hum. Comp. Interact. 28 (3), 2012, pp. 163-177. source
Classified as probably not a substantial claim.
PremisecitationCultural values and social norms guide people's beliefs and behaviors.
“In addition, cultural values and social norms guide people's beliefs and behaviors [44], so people from different countries likely build trust perceptions differently [4].”
Quote in the paperSubstantial claim0 of 1 sources checked- cites [44] 44. G. Hofstede, Culture's Consequences: International Differences in Work-Related Values, Sage Publications, Inc, London, 1980.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Probably not a substantial claim: may not pass S3 (load-bearing).
InterpretationreasoningSpanish citizens may be more sensitive to public e-services' trust perceptions.
“Thus, Spanish citizens may be more sensitive to public e-services' trust perceptions.”
Quote in the paperNot a substantial claimMay combine two claims.
PremisecitationPeople in cultures characterized by higher uncertainty avoidance are more concerned about risks and desire higher levels of trust.
“However, people in cultures characterized by a higher uncertainty avoidance are more concerned about risks and desire higher levels of trust [4], and here, Spain's level of uncertainty avoidance is 22% higher than the world average [45].”
Quote in the paperNot a substantial claim0 of 1 sources checked- cites [4] 4. C. Akkaya, P. Wolf, H. Krcmar, The Role of Trust in E-Government Adoption: A Literature Review. Paper presented at the AMCIS 2010, Lima, Peru, 2010.
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
The paper relies on this without support.
The sample of users had sufficient knowledge about the e-service to respond to all the survey questions.
“The resulting sample of users had sufficient knowledge about the e-service to respond to all the survey questions.”
The paper relies on this without support.
The sample of users of Spanish public e-services is comparable to online users in Europe.
“Second, our analyses are based on a sample of users of Spanish public e-services, comparable to online users in Europe.”
The paper relies on this without support.
Public e-services are not a popular conversation topic.
“Because public e-services are not a popular conversation topic, citizens who receive interpersonal recommendations may regard the endorsements as representative of a small or irrelevant user group.”
The paper relies on this without support.
Trust influences users' intentions to continue using e-services.
“In modern society, where services have become increasingly electronic in nature, trust influences users' intentions to continue using e-services.”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Fulfillment scale has four listed items, not three
MinorThe methods say each e-service-quality dimension used three items, but the appendix lists four fulfillment items, FUL1 through FUL4.
“Thus we employed three items for each of the four dimensions.”
“FUL1. . ..is truthful about its offerings.FUL2. . ..delivers results as promised.FUL3. . . .works according to my orders.FUL4. . ..makes accurate promises about transactions.”
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- Authors
- Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J.
- Affiliations
- Universidad de Zaragoza (ES)
- Eindhoven University of Technology (NL)
- Corresponding author
- Schepers, Jeroen
- Venue
- Information & Management
- Publisher
- Elsevier BV
- Published
- 2014-09
- Volume
- 51
- Issue
- 6
- Pages
- 627-640
- ISSN
- 0378-7206 (ISSN-L)
- OpenAlex
- W1978270621
- Cited by
- 204
- References
- 121
- Citations by year
- 2026: 12 · 2025: 21 · 2024: 29 · 2023: 22 · 2022: 26 · 2021: 23 · 2020: 13 · 2019: 17 · 2018: 18 · 2017: 11 · 2016: 7 · 2015: 5
- FWCI
- 49.78
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Information & Management (publishedVersion)
- TU/e Research Portal (publishedVersion, other-oa)
- TU/e Research Portal (submittedVersion)
- TU/e Research Portal (submittedVersion, other-oa)
- Funders
- Ministerio de Educación, Cultura y Deporte (AP2007-03817)
- Topics
- Social Sciences › Political Science and International Relations › E-Government and Public Services
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Sociology and Political Science › Privacy, Security, and Data Protection
- Keywords
- trust transfer, e-government services, continued usage, continuance intention, trust in public administration, online trust, e-service quality, time consciousness, e-government
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Claims read by deepseek-v4.1-flash under definition version 3 (extract-v3) on 2026-10-11.
Classified by jev-1.13-20260917 (gold-guideline-v0.2) on 2026-10-11.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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