Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory
Transforming Government: People, Process and Policy
ISSN: 1750-6166
Article publication date: 9 September 2021
Issue publication date: 14 February 2022
Abstract
Purpose
This study aims to examine the usefulness of trust in e-government to influence the use and success of e-government services within the context of the information system (IS) success model and public value theory.
Design/methodology/approach
The study proposed a conceptual model comprising 17 hypotheses tested using structural equation modelling-partial least squares. Data was collected through a structured questionnaire from 369 e-government users from Nigeria.
Findings
The results show that trust in e-government is directly influenced by all information quality, service quality and actual use. Also, trust in e-government predicts the public value of e-government, among other variables. Trust in e-government mediates the relationship between the quality dimensions and the public value of e-government. Also, the quality dimensions predict the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between trust in e-government and the public value of e-government.
Research limitations/implications
This study used a targeted and small sample size compared to the teledensity of Nigeria, limiting analysis that might influence the relevance of the variables’ relationships. Other individual characteristics such as self-efficacy and access to information and communication technologies (ICT) and digital literacy were not included in the study.
Practical implications
It is expected that public service managers and ICT implementers would learn and take advantage of the system’s strengths and limitations and resolve expectations to enhance its value.
Originality/value
This study extended the DeLone and Mclean IS success model to incorporate public values as the net benefits of e-government. The public value of e-government was treated as a second-order construct.
Keywords
Acknowledgements
The authors would like to appreciate the Tertiary Education Trust Fund (TETFund), Nigeria, the Editor and the anonymous reviewers who helped improve the manuscript’s quality.
Citation
Abdulkareem, A.K. and Mohd Ramli, R. (2022), "Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory", Transforming Government: People, Process and Policy, Vol. 16 No. 1, pp. 1-17. https://doi.org/10.1108/TG-01-2021-0001
Publisher
:Emerald Publishing Limited
Copyright © 2021, Emerald Publishing Limited