Personalization has a Price, Controllability is the Currency: Predictors for the Intention to use Personalized eGovernment Websites
Open accessAbstract
Content personalization on government websites provides individuals with a personal selection of information. In this study, we determine the role of trust in a government organization, trust in the technology, and perceived controllability on the intention to use content personalization for eGovernment websites. A total of 1141 participants were presented with scenarios describing a nonpersonalized webpage and one of four approaches to online content personalization, followed by an online survey. Results were analyzed by means of structural equation modeling. Perceived controllability is the most important antecedent of the intention to use online content personalization for eGovernment; trust in the technology also has a considerable influence. Trust in the government organization plays a minor role. The adaptable approach to online content personalization has the highest likelihood of citizen acceptance. When designing personalized eGovernment information services, designers should instill a feeling of controllability over the coming about of tailored content and trust in the technology.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
For many eServices, end-user trust is a crucial prerequisite for use.
“Trust has been studied widely within the context of technology acceptance and use, and is generally seen as an important antecedent of the acceptance and use of, and loyalty towards eServices (services provided via the Internet) [1–3].”
From Trust in telemedicine portals for rehabilitation care: an exploratory focus group study with patients and healthcare professionals (2015) · cites this paper as [3]
In human-computer interaction literature, control has been identified as a crucial factor in the occurrence of perceived usefulness and use.
“Especially in human-computer interaction literature, control has been identified as a crucial factor in the occurrence of perceived usefulness and use [26,27].”
Cites
User Acceptance of Information Technology: Toward A Unified View1
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003) · MIS Quarterly · doi:10.2307/30036540 · Cited by 45,035 · see citing works
User Acceptance of Computer Technology: A Comparison of Two Theoretical Models
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989) · Management Science · doi:10.1287/mnsc.35.8.982 · Cited by 25,709 · see citing works
A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies
Venkatesh, V., & Davis, F. D. (2000) · Management Science · doi:10.1287/mnsc.46.2.186.11926 · Cited by 23,066 · see citing works
(2025) · doi:10.53555/acr.v2i2 · Cited by 13,486 · see citing works
An integrative model of organizational trust
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995) · The Academy of Management Review · doi:10.2307/258792 · Cited by 10,736 · see citing works
Trust and TAM in Online Shopping: An Integrated Model1
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · MIS Quarterly · doi:10.2307/30036519 · Cited by 8,635 · see citing works
(1985) · Cited by 6,185 · see citing works
(2003) · International Journal of Electronic Commerce · doi:10.1080/10864415.2003.11044275 · Cited by 5,715 · see citing works
Kotler, P. T., & Armstrong, G. (1972) · University of Maribor digital library (University of Maribor) · Cited by 5,598 · see citing works
Structural Equation Modeling With AMOS: Basic Concepts, Applications, and Programming, Third Edition
Byrne, B. M. (2016) · doi:10.4324/9781315757421 · Cited by 4,653 · see citing works
Issues and opinion on structural equation modeling
Chin, W. W. (1998) · Journal of the Association for Information Systems · doi:10.5555/290231.290235 · Cited by 4,579 · see citing works
Byrne, B. M. (2013) · doi:10.4324/9780203805534 · Cited by 4,016 · see citing works
The utilization of e-government services: citizen trust, innovation and acceptance factors
Carter, L., & Bélanger, F. (2005) · Information Systems Journal · doi:10.1111/j.1365-2575.2005.00183.x · Cited by 2,207 · see citing works
Harrison McKnight, D., Choudhury, V., & Kacmar, C. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00020-3 · Cited by 2,164 · see citing works
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425 · see citing works
Benbasat, I., Barki, H., & Montréal, H. (2007) · Journal of the Association for Information Systems · doi:10.17705/1jais.00126 · Cited by 1,389 · see citing works
Trust and risk in e-government adoption
Bélanger, F., & Carter, L. (2008) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2007.12.002 · Cited by 1,235 · see citing works
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 · see citing works
On-line trust: concepts, evolving themes, a model
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003) · International Journal of Human-Computer Studies · doi:10.1016/s1071-5819(03)00041-7 · Cited by 1,200 · see citing works
Consumer Perceptions of Privacy and Security Risks for Online Shopping
Miyazaki, A. D., & FERNANDEZ, A. (2001) · Journal of Consumer Affairs · doi:10.1111/j.1745-6606.2001.tb00101.x · Cited by 1,176 · see citing works
Liu–Thompkins, Y., & Shrum, L. J. (2002) · Journal of Advertising · doi:10.1080/00913367.2002.10673685 · Cited by 1,149 · see citing works
LISREL Approaches to Interaction Effects in Multiple Regression
Alexander, W. P., Jaccard, J., & Wan, C. K. (1998) · Technometrics · doi:10.1080/00401706.1998.10485533 · Cited by 1,149 · see citing works
Improving Survey Questions: Design and Evaluation
Fowler, F. J. (1995) · Cited by 1,140 · see citing works
Oxford Handbook of Internet Psychology
(2012) · Oxford University Press eBooks · doi:10.1093/oxfordhb/9780199561803.001.0001 · Cited by 1,122 · see citing works
Trust Transfer on the World Wide Web
Stewart, K. J. (2003) · Organization Science · doi:10.1287/orsc.14.1.5.12810 · Cited by 1,067 · see citing works
Hong, S., Thong, J. Y. L., & Tam, K. Y. (2006) · Decision Support Systems · doi:10.1016/j.dss.2006.03.009 · Cited by 955 · see citing works
LISREL Approaches to Interaction Effects in Multiple Regression
Jaccard, J. J., & Wan, C. K. (1996) · Sage eBooks · doi:10.4135/9781412984782 · Cited by 890 · see citing works
E-government maturity models: Extension of the Layne and Lee model
Andersen, K. V., & Henriksen, H. Z. (2006) · Government Information Quarterly · doi:10.1016/j.giq.2005.11.008 · Cited by 678 · see citing works
Developing a scale to measure the interactivity of websites
Liu, Y. (2003) · Journal of Advertising Research · doi:10.2501/jar-43-2-207-216 · Cited by 659 · see citing works
Determinants of customer repurchase intention in online shopping
Chiu, C., Chang, C., Cheng, H., & Fang, Y. (2009) · Online Information Review · doi:10.1108/14684520910985710 · Cited by 657 · see citing works
Culnan, M. J. (1993) · MIS Quarterly · doi:10.2307/249775 · Cited by 618 · see citing works
Tam, K. Y., & Ho, S. Y. (2006) · MIS Quarterly · doi:10.2307/25148757 · Cited by 609 · see citing works
Hung, S.-Y., Chang, C.-M., & Yu, T.-J. (2006) · Government Information Quarterly · doi:10.1016/j.giq.2005.11.005 · Cited by 599 · see citing works
e-Government Adoption Model (GAM): Differing service maturity levels
Shareef, M. A., Kumar, V., Kumar, U., & Dwivedi, Y. K. (2011) · Government Information Quarterly · doi:10.1016/j.giq.2010.05.006 · Cited by 581 · see citing works
International Differences in Information Privacy Concerns: A Global Survey of Consumers
Bellman, S., Johnson, E. J., Kobrin, S. J., & Lohse, G. L. (2004) · The Information Society · doi:10.1080/01972240490507956 · Cited by 564 · see citing works
Horst, M., Kuttschreuter, M., & Gutteling, J. M. (2006) · Computers in Human Behavior · doi:10.1016/j.chb.2005.11.003 · Cited by 553 · see citing works
The Role of Consumers' Trust in Online-Shopping
Grabner‐Kräuter, S. (2002) · Journal of Business Ethics · doi:10.1023/a:1016323815802 · Cited by 504 · see citing works
Understanding the impact of web personalization on user information processing and decision outcomes
Tam, K. Y., & Ho, S. Y. (2006) · Journal of the Association for Information Systems · doi:10.5555/2017317.2017322 · Cited by 354 · see citing works
Effects of personal control on adoption of self‐service technology innovations
Lee, J., & Allaway, A. W. (2002) · Journal of Services Marketing · doi:10.1108/08876040210443418 · Cited by 326 · see citing works
ADAPTIVE INTERFACES AND AGENTS
Jameson, A. (2007) · CRC Press eBooks · doi:10.1201/9781410615862-33 · Cited by 299 · see citing works
Open user profiles for adaptive news systems
Ahn, J., Brusilovsky, P. L., Grady, J. P., He, D., & Syn, S. Y. (2007) · International World Wide Web Conference (WWW) · doi:10.1145/1242572.1242575 · Cited by 200 · see citing works
Investigating online information disclosure, effects of information relevance, trust and risk
Zimmer, J. C., Arsal, R. E., Al-Marzouq, M., & Grover, V. (2010) · Information & Management · doi:10.1016/j.im.2009.12.003 · Cited by 194 · see citing works
Self-Disclosure on the Web: the Impact of Privacy Policy, Reward, and Company Reputation
Andrade, E. B., Kaltcheva, V. D., & Weitz, B. A. (2002) · ACR North American Advances · Cited by 192 · see citing works
e-Government adoption model based on theory of planned behavior: Empirical validation
Özkan, S., & Kanat, I. E. (2011) · Government Information Quarterly · doi:10.1016/j.giq.2010.10.007 · Cited by 178 · see citing works
Ziegel, E. R., & Fowler, F. J. (1997) · Technometrics · doi:10.2307/1270804 · Cited by 175 · see citing works
The effect of Internet general privacy concern on customer behavior
García, J. A. C., & Montoro-Ríos, F. J. (2007) · Electronic Commerce Research · doi:10.1007/s10660-007-9000-y · Cited by 138 · see citing works
Deciphering the Dutch drop: ten explanations for decreasing political trust in The Netherlands
Bovens, M., & Wille, A. (2008) · International Review of Administrative Sciences · doi:10.1177/0020852308091135 · Cited by 135 · see citing works
Motivations in personalisation behaviour
Oulasvirta, A., & Blom, J. (2008) · Interacting with Computers · doi:10.1016/j.intcom.2007.06.002 · Cited by 117 · see citing works
Using Online Panels in Psychological Research
Göritz, A. S. (2012) · Oxford University Press eBooks · doi:10.1093/oxfordhb/9780199561803.013.0030 · Cited by 96 · see citing works
Scrutable Adaptation: Because We Can and Must
Kay, J. (2006) · Lecture notes in computer science · doi:10.1007/11768012_2 · Cited by 89 · see citing works
Pros and Cons of Controllability: An Empirical Study
Jameson, A., & Schwarzkopf, E. (2002) · Lecture Notes in Computer Science · doi:10.1007/3-540-47952-x_21 · Cited by 77 · see citing works
Egger, F. F. (2003) · doi:10.6100/ir572640 · Cited by 77 · see citing works
Adaptive Interfaces and Agents
Jameson, A. (2007) · Human factors and ergonomics · doi:10.1201/9781410615862.ch22 · Cited by 57 · see citing works
User acceptance of eGovernment: Integrating risk and trust dimensions with UTAUT model
Taiwo, A. A., Mahmood, A. K., & Downe, A. G. (2012) · doi:10.1109/iccisci.2012.6297222 · Cited by 54 · see citing works
User Involvement in Automatic Filtering: An Experimental Study
Wærn, A. (2004) · User Modeling and User-Adapted Interaction · doi:10.1023/b:user.0000028984.13876.9b · Cited by 51 · see citing works
Problems and Pitfalls in the Evaluation of Adaptive Systems
Weibelzahl, S. (2005) · IGI Global eBooks · doi:10.4018/978-1-59140-567-2.ch015 · Cited by 39 · see citing works
Components of Trust Influencing eGovernment Adoption in Germany
Akkaya, C., Obermeier, M., Wolf, P., & Krcmar, H. (2011) · Lecture notes in computer science · doi:10.1007/978-3-642-22878-0_8 · Cited by 30 · see citing works
Trust and information privacy concerns in electronic government
Beldad, A. D. (2011) · doi:10.3990/1.9789036531689 · Cited by 9 · see citing works
Hsiao, C.-H., Wang, H.-C., & Doong, H. (2012) · Lecture notes in computer science · doi:10.1007/978-3-642-32701-8_8 · Cited by 9 · see citing works
Does tailoring help people find the information they need?
Colineau, N., & Paris, C. L. (2009) · New Review of Hypermedia and Multimedia · doi:10.1080/13614560903486151 · Cited by 8 · see citing works
van Velsen, L. S., König, F., & Paramythis, A. (2009) · University of Twente Research Information · Cited by 6 · see citing works
Not Another TAM Paper; Relating individual and context characteristics to the adoption of HDTV
Baaren, E., van de Wijngaert, L. A. L., & Huizer, E. (2009) · Utrecht University Repository (Utrecht University) · Cited by 4 · see citing works
Flagged first, then by citations
3 of the 65 references couldn’t be matched to a known paper.
Cited by
Sorted by citations
Kamal, S. A., Shafiq, M., & Kakria, P. (2019) · Technology in Society · doi:10.1016/j.techsoc.2019.101212 · Cited by 959 · see citing works
Ahmad, S. Z., & Khalid, K. (2017) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.03.008 · Cited by 187 · see citing works
Citizens’ Attitudes to Contact Tracing Apps
Horváth, L., BANDUCCI, S. A., & James, O. (2020) · Journal of Experimental Political Science · doi:10.1017/xps.2020.30 · Cited by 78 · see citing works
Allowing users to pick and choose: A conjoint analysis of end-user preferences of public e-services
Pleger, L. E., Mertes, A., Rey, A., & Brüesch, C. (2020) · Government Information Quarterly · doi:10.1016/j.giq.2020.101473 · Cited by 59 · see citing works
Jansen-Kosterink, S. M., Hurmuz, M. Z. M., den Ouden, M. E. M., & van Velsen, L. (2021) · JMIR Formative Research · doi:10.2196/28416 · Cited by 59 · see citing works
Olde Keizer, R. A. C. M., van Velsen, L., Moncharmont, M., Riche, B., Ammour, N., Del Signore, S., Zia, G., Hermens, H., & N’Dja, A. (2019) · Health and Technology · doi:10.1007/s12553-019-00320-9 · Cited by 57 · see citing works
Van Velsen, L., Wildevuur, S., Flierman, I., Van Schooten, B., Tabak, M., & Hermens, H. (2015) · BMC Medical Informatics and Decision Making · doi:10.1186/s12911-016-0250-2 · Cited by 54 · see citing works
van Velsen, L., Broekhuis, M., Jansen-Kosterink, S. M., & den Akker, H. O. (2019) · Journal of Medical Internet Research · doi:10.2196/11759 · Cited by 52 · see citing works
Virtual agents in the public service: examining citizens’ value-in-use
Scutella, M., Plewa, C., & Reaiche, C. H. (2022) · Public Management Review · doi:10.1080/14719037.2022.2044504 · Cited by 52 · see citing works
Determinants of Citizen Usage Intentions in e-Government: An Empirical Analysis
Wirtz, B. W., & Kurtz, O. T. (2016) · Public Organization Review · doi:10.1007/s11115-015-0338-7 · Cited by 33 · see citing works
Factors affecting the breadth and depth of e-procurement use in small and medium enterprises
Hassan, H., Tretiakov, A., & Whiddett, D. (2017) · Journal of Organizational Computing and Electronic Commerce · doi:10.1080/10919392.2017.1363584 · Cited by 33 · see citing works
Jansen-Kosterink, S. M., van Velsen, L., & Cabrita, M. (2021) · BMC Medical Informatics and Decision Making · doi:10.1186/s12911-021-01502-0 · Cited by 26 · see citing works
Kramer, L. L., Mulder, B. C., van Velsen, L., & de Vet, E. (2021) · JMIR Research Protocols · doi:10.2196/22186 · Cited by 23 · see citing works
Infarinato, F., Jansen-Kosterink, S. M., Romano, P., van Velsen, L., den Akker, H. O., Rizza, F., Ottaviani, M., Kyriazakos, S. A., Wais-Zechmann, B., Garschall, M., et al. (2020) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph17217893 · Cited by 21 · see citing works
Hurmuz, M. Z. M., Jansen-Kosterink, S. M., Hermens, H. J., & van Velsen, L. (2022) · Health Informatics Journal · doi:10.1177/14604582221106008 · Cited by 17 · see citing works
Hurmuz, M. Z. M., Jansen-Kosterink, S. M., den Akker, H. O., & Hermens, H. J. (2020) · JMIR Research Protocols · doi:10.2196/16641 · Cited by 16 · see citing works
Exploring Telemedicine Usage Intention Using Technology Acceptance Model and Social Capital Theory
Kung, L.-H., Yan, Y., & Kung, C.-M. (2024) · Healthcare · doi:10.3390/healthcare12131267 · Cited by 14 · see citing works
Trust Factors in Healthcare Technology: A Healthcare Professional Perspective
Abbas, R. M., Carroll, N., Richardson, I., & Beecham, S. (2018) · International Joint Conference on Biomedical Engineering Systems and Technologies (BIOSTEC) · doi:10.5220/0006594204540462 · Cited by 14 · see citing works
Baik, J. S., & Jang, E. (2022) · Mobile Media & Communication · doi:10.1177/20501579221078674 · Cited by 12 · see citing works
Chen, J., Wijesundara, J. G., Enyim, G. E., Lombardini, L., Gerber, B. S., Houston, T. K., & Sadasivam, R. S. (2021) · JMIR Human Factors · doi:10.2196/34452 · Cited by 9 · see citing works
Scutella, M., Plewa, C., & Reaiche, C. H. (2023) · Internet Research · doi:10.1108/intr-02-2021-0107 · Cited by 10 · see citing works
A Systematic Literature Review of User Experience Evaluation Scales for Human-Robot Collaboration
Prati, E., Borsci, S., Peruzzini, M., & Pellicciari, M. (2022) · Advances in transdisciplinary engineering · doi:10.3233/atde220627 · Cited by 7 · see citing works
Nusir, M. (2024) · Transforming Government People Process and Policy · doi:10.1108/tg-07-2024-0176 · Cited by 6 · see citing works
Touil, A. A., & Jabraoui, S. (2022) · Marketing and Management of Innovations · doi:10.21272/mmi.2022.2-12 · Cited by 5 · see citing works
Development and validation of a multivendor ATM adoption model in India
Hota, J., & Mishra, S. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-02-2017-0035 · Cited by 4 · see citing works
Golan, O. C., Satran, C., & Bord, S. (2025) · Israel Journal of Health Policy Research · doi:10.1186/s13584-025-00671-x · Cited by 3 · see citing works
The Personalization of Digital Services: How is it Being Driven by European Union Member States?
Martínez, A. C. I. (2025) · Digital Government Research and Practice · doi:10.1145/3734697 · Cited by 2 · see citing works
Strebinger, A., & Treiblmaier, H. (2025) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2025.102939 · Cited by 3 · see citing works
International Conference on Recent and Future Trends in Smart Electronics System and Manufacturing
Kotecha, K. V., Shah, P., Kshirsagar, U., Nandan, D., & Kantipudi, M. V. V. P. (2023) · doi:10.13052/rp-9788770229852
From Buzzword to Applicable Concept: A Taxonomy for the Personalisation of Public Services
Farman, D. (2026) · Lecture notes in computer science · doi:10.1007/978-3-032-35747-2_3
- Authors
- van Velsen, L., van der Geest, T., van de Wijngaert, L., van den Berg, S., & Steehouder, M.
- Venue
- Journal of Organizational Computing and Electronic Commerce
- Publisher
- Informa UK Limited
- Published
- 2015-01-02
- Volume
- 25
- Issue
- 1
- Pages
- 76-97
- ISSN
- 1054-1721 (ISSN-L)
- 1091-9392
- 1532-7744
- OpenAlex
- W2053406806
- Cited by
- 32
- References
- 65
- Citations by year
- 2026: 1 · 2025: 3 · 2024: 3 · 2023: 2 · 2022: 5 · 2021: 4 · 2020: 5 · 2019: 3 · 2018: 2 · 2017: 2 · 2016: 1 · 2015: 1
- FWCI
- 8.69
- Type
- journal article
- Language
- en
- Open access
- green
- research.utwente.nl
- Licence
- other-oa
- Locations
- Journal of Organizational Computing and Electronic Commerce (publishedVersion)
- University of Twente Research Information (submittedVersion, other-oa)
- 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
- content personalization, perceived controllability, trust in technology, public trust in government, intention to use, citizen acceptance
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.
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.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
