A citizen trust model for e-government

Abstract

Trust in e-government is an important idea that should be critically investigated to help citizen favorably share information and make online transaction with government. This study aims to establish an e-government trust model from the behavioral perspectives of citizen. Based on the Technology Acceptance Model (TAM) and Customer Relationship Management (CRM), the study proposes an intergraded model of e-government citizen trust. An online survey is undertaken. The target population is citizens who have experienced with browsing and searching for the information in e-government web portals. Using Partial Least Squares approach, a highly statistically significant goodness-of-fit is found for the model. The findings indicate that perceived usefulness, perceived ease of use, perceived security and perceived risk, directly enhance the citizen trust in e-Government.