Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship

Abstract

A growing body of research focuses on the relationship between e-government, the relatively new mode of citizen-to-government contact founded in information and communications technologies, and citizen trust in government. For many, including both academics and policymakers, e-government is seen as a potentially transformational medium, a mode of contact that could dramatically improve citizen perceptions of government service delivery, and possibly reverse the long-running decline in citizen trust in government. To date, however, the literature has left significant gaps in our understanding of the e-government-citizen trust relationship. This study intends to fill some of these gaps. Using a cross-sectional sample of 787 end-users of U.S. federal government services, data from the American Customer Satisfaction Index (ACSI) study, and structural equation modeling statistical techniques, this study explores the structure of the e-government-citizen trust relationship. Included in the model are factors influencing the decision to adopt e-government, as well as prior expectations, overall satisfaction, and outcomes including both confidence in the particular agency experienced and trust in the federal government overall. The findings suggest that while e-government may help improve citizens’ confidence in the future performance of the agency experienced, it does not yet lead to greater satisfaction with an agency interaction, nor does it correlate with greater generalized trust in the federal government overall. Explanations for these findings, including an assessment of the potential of e-government to help rebuild trust in government in the future, are offered.