Public trust and collaborative e-governance performance: a study on government institutions and services

IF 2.4 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE
Jitendra Kumar Pandey
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引用次数: 0

Abstract

Purpose This study aims to investigate the correlation between public trust and the performance of collaborative e-governance, with a particular emphasis on trust in government institutions as the central aspect of inquiry. It assesses how public trust influences e-governance performance through the lens of good governance principles, encompassing evaluations of trust in government services and trust in the technological infrastructure used for citizen services. Design/methodology/approach The research framework is based on a thorough literature review, pilot study and practical experience. An empirical survey was conducted using a structured questionnaire to collect primary data from individuals who have used specific e-governance projects. To conduct the survey, the author used the snowball sampling method both offline and online. The author analysed the data using SmartPLS Version 3 to assess the measurement and structural model. Findings The study rigorously examines and confirms all formulated hypotheses using robust statistical analyses. Nonetheless, the results underscore the pivotal significance of the reliability and utility of e-governance services in nurturing public trust. Furthermore, the research unveils a troubling concern pertaining to the absence of tailored responses to citizen inquiries, grievances and recommendations, indicating an area of vulnerability in the effort to cultivate public trust. Research limitations/implications The research has implications for managers, citizens and researchers. It focuses on public trust in interaction-based collaboration, but researchers may extend it to other forms like content-based collaboration. Policymakers can implement the findings in present and future e-governance projects. Limitations include a moderate sample size, country context, and not assessing other factors that may influence public trust in collaborative e-governance performance. Originality/value This study contributes to the existing body of knowledge by exploring the link between good governance, public trust and collaborative e-governance performance. It focuses on projects that require physical visits to government offices, where public trust has been impacted. This study is unique because it assesses public trust in collaborative e-governance, specifically in the context of India, where there is limited prior research on this topic exists.
公众信任与协同电子政务绩效:基于政府机构与服务的研究
本研究旨在探讨公众信任与协同电子政务绩效之间的关系,并特别强调对政府机构的信任作为调查的中心方面。它通过善治原则的视角评估公众信任如何影响电子政务绩效,包括对政府服务的信任和对用于公民服务的技术基础设施的信任的评估。设计/方法/方法研究框架是基于全面的文献综述、试点研究和实践经验。我们使用结构化问卷进行了一项实证调查,以收集使用过特定电子治理项目的个人的原始数据。为了进行调查,笔者在线下和线上都采用了滚雪球抽样的方法。作者分析数据使用SmartPLS版本3来评估测量和结构模型。研究结果使用稳健的统计分析严格检查并证实了所有制定的假设。尽管如此,研究结果强调了电子政务服务在培养公众信任方面的可靠性和实用性的关键意义。此外,该研究还揭示了一个令人不安的问题,即对公民的询问、不满和建议缺乏针对性的回应,这表明在培养公众信任的努力中存在一个脆弱的领域。该研究对管理者、公民和研究人员都有启示。它关注的是公众对基于交互的协作的信任,但研究人员可能会将其扩展到其他形式,如基于内容的协作。决策者可以在当前和未来的电子政务项目中实施这些发现。局限性包括样本量适中、国家背景,以及未评估可能影响公众对协同电子治理绩效信任的其他因素。本研究通过探索良好治理、公众信任和协同电子治理绩效之间的联系,对现有知识体系做出了贡献。它的重点是需要亲自前往政府办公室的项目,在那里公众的信任受到了影响。这项研究是独特的,因为它评估了公众对协作电子政务的信任,特别是在印度的背景下,在这个主题上存在有限的先前研究。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Transforming Government- People Process and Policy
Transforming Government- People Process and Policy INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
6.70
自引率
11.50%
发文量
44
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