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The Influence of Trustworthiness and Technology Acceptance Factors on the Usage of e-Government Services during COVID-19: A Case Study of Post COVID-19 Greece

Author

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  • Stefanos Balaskas

    (Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece)

  • Aliki Panagiotarou

    (Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece)

  • Maria Rigou

    (Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece)

Abstract

The COVID-19 pandemic imposed challenges and offered opportunities, which were recognized and assessed in developed countries. In many cases though, the lack of systematic preparation for the required digital transformation resulted in confusion and discomfort in citizens’ lives, where the imposition of nonphysical contact excluded a large part of the population from basic needs and rights. This article investigates the influence of trustworthiness and technology acceptance factors on the usage of e-government services during the pandemic, and proposes a model that integrates factors adapted from the TAM model (social influence, performance expectancy and effort expectancy) with trust in e-government, a factor influenced by trust in government, trust in the internet, security and privacy, to predict e-government usage. To test the model, a survey was conducted using a 38-question questionnaire we designed, with a total sample size of 301 Greek citizens. The model was confirmed using the structural equation modeling (SEM) approach with maximum-likelihood estimates. Results indicate that all aspects in this study related to trustworthiness and user acceptance can be predictive factors of citizens’ usage of e-government services during periods of uncertainty and high risk, such as the COVID-19 pandemic.

Suggested Citation

  • Stefanos Balaskas & Aliki Panagiotarou & Maria Rigou, 2022. "The Influence of Trustworthiness and Technology Acceptance Factors on the Usage of e-Government Services during COVID-19: A Case Study of Post COVID-19 Greece," Administrative Sciences, MDPI, vol. 12(4), pages 1-25, September.
    • Handle: RePEc:gam:jadmsc:v:12:y:2022:i:4:p:129-:d:929054
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    References listed on IDEAS

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    1. Muhammad Muazzam Mughal & Kamran Ali & Abdul Jabbar Khan, 2012. "Accepting of E-banking among Banking Customers of Pakistan," Information Management and Business Review, AMH International, vol. 4(6), pages 332-339.
    2. Sea-Jin Chang & Arjen van Witteloostuijn & Lorraine Eden, 2010. "From the Editors: Common method variance in international business research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 41(2), pages 178-184, February.
    3. Kostas Zafiropoulos & Ioannis Karavasilis & Vasiliki Vrana, 2014. "Exploring e-governance acceptance by primary and secondary education teachers in Greece," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 13(4), pages 285-304.
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    Cited by:

    1. Muhammad Farrukh Shahzad & Shuo Xu & Rimsha Baheer, 2024. "Assessing the factors influencing the intention to use information and communication technology implementation and acceptance in China’s education sector," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
    2. Florian Bartholomae & Chang Woon Nam & Peter Steinhoff, 2023. "Does Federalism Affect E-Government in Germany?," CESifo Working Paper Series 10260, CESifo.

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