Public trust and collaborative e-governance performance: a study on government institutions and services
Transforming Government: People, Process and Policy
ISSN: 1750-6166
Article publication date: 19 October 2023
Issue publication date: 13 November 2023
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.
Keywords
Acknowledgements
The author duly acknowledges the support of Prof. (Dr) PK Suri of DTU, Delhi, and Sh. PK Mohapatra, General Manager (IT), NHAI, Delhi for their insightful questionnaire reviews and generously sharing expertise and providing valuable research feedback. The author also acknowledges the anonymous supporters whose undisclosed assistance was pivotal in developing and completing this paper.
Funding: This research work was conducted without external financial support.
Citation
Pandey, J.K. (2023), "Public trust and collaborative e-governance performance: a study on government institutions and services", Transforming Government: People, Process and Policy, Vol. 17 No. 4, pp. 510-531. https://doi.org/10.1108/TG-08-2023-0113
Publisher
:Emerald Publishing Limited
Copyright © 2023, Emerald Publishing Limited