Explicating Trust-building Factors Impacting the Use of e-government Services

Abstract

This study investigates the users’ perception of trust-building factors influencing the use of e-government services and information, by integrating constructs identified in the technology acceptance model (TAM) with information systems (IS) success and trust models. Data was collected using a questionnaire targeted towards users of e-government services in Kuwait. The partial least squares structural equation modeling method was used to analyze 717 valid questionnaire responses. The results indicate that information quality and design (IQD) and perceived ease of use (PEU) influence individuals’ trust in e-government (TEG), thereby affecting their behavioral intentions (BI). Furthermore, the results indicate an average level of the users’ satisfaction and significant differences in how gender and nationality are associated with the overall satisfaction of e-government services users. The proposed framework contributes to extending models by integrating IQD (a modified construct of the IS model) and PEU (a construct of the TAM) as trust-related factors that provide better insights into the driving forces of BI and should be considered when designing and developing e-government services. Additionally, the study provides a deeper understanding of the challenges that could hinder the use of e-government systems.