Linking citizen satisfaction with e-government and trust in government

• 成果类型: Article
• 署名作者: Welch, EW; Hinnant, CC; Moon, MJ
• 署名单位: University of Illinois System; University of Illinois Chicago; University of Illinois Chicago Hospital; University System of Georgia; University of Georgia; Korea University
• 刊物名称: JOURNAL OF PUBLIC ADMINISTRATION RESEARCH AND THEORY
• ISSN/ISSBN: 1053-1858
• DOI: 10.1093/jopart/mui02l
• 发表日期: 2005
• 页码: 371-391
• 关键词: communication; web

摘要

This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens' experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a two-stage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies-transaction, transparency, and interactivity-are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.