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Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling

Marijn Janssen Orcid Logo, Nripendra Rana Orcid Logo, Emma L. Slade, Yogesh Dwivedi Orcid Logo

Public Management Review, Volume: 20, Issue: 5, Pages: 647 - 671

Swansea University Authors: Nripendra Rana Orcid Logo, Yogesh Dwivedi Orcid Logo

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Abstract

Having its origin in public administration, trustworthiness is a significant concept in digital government research, influencing the relationships between citizens and governments. However, the interrelationships between the facets of trustworthiness are given inadequate attention. Therefore, the ai...

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Published in: Public Management Review
ISSN: 1471-9037 1471-9045
Published: Informa UK Limited 2018
Online Access: Check full text

URI: https://cronfa.swan.ac.uk/Record/cronfa29575
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Abstract: Having its origin in public administration, trustworthiness is a significant concept in digital government research, influencing the relationships between citizens and governments. However, the interrelationships between the facets of trustworthiness are given inadequate attention. Therefore, the aim of this research was to develop a theory detailing the factors affecting citizens’ perceptions of e-government trustworthiness. A comprehensive review of public administration and information systems literature highlighted 20 pertinent variables. The interrelationships of these variables were identified and categorized according to their driving and dependence power by employing interpretive structural modelling. The proposed model was then drawn based on the level partitioning of variables and interrelationships of the variables determined using the final reachability matrix. The findings reveal that current conceptualizations of digital government trustworthiness take a too narrow view. The findings can help government policy makers with understanding the interrelated factors associated with trustworthiness in the context of digital government services and implement them in effective strategic planning.
Keywords: Trustworthiness; trust; electronic government; digital government; ISM; theory; Citizens
College: School of Management
Issue: 5
Start Page: 647
End Page: 671