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Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust

Author

Listed:
  • Viswanath Venkatesh

    (Department of Information Systems, Sam M. Walton College of Business, University of Arkansas, Fayetteville, Arkansas 72701)

  • James Y. L. Thong

    (Department of Information Systems, Business Statistics and Operations Management, School of Business and Management, Hong Kong University of Science and Technology, Clear Water Bay, Kowloon, Hong Kong)

  • Frank K. Y. Chan

    (Department of Information Systems, Decision Sciences and Statistics, ESSEC Business School, 95021 Cergy Pontoise Cedex, France)

  • Paul J. H. Hu

    (Department of Operations and Information Systems, David Eccles School of Business, University of Utah, Salt Lake City, Utah 84112)

Abstract

This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction.

Suggested Citation

  • Viswanath Venkatesh & James Y. L. Thong & Frank K. Y. Chan & Paul J. H. Hu, 2016. "Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust," Information Systems Research, INFORMS, vol. 27(1), pages 87-111, March.
    • Handle: RePEc:inm:orisre:v:27:y:2016:i:1:p:87-111
    DOI: 10.1287/isre.2015.0612
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    17. Shahzad, Fakhar & Xiu, Guoyi & Shafique Khan, Muhammad Aamir & Shahbaz, Muhammad, 2020. "Predicting the adoption of a mobile government security response system from the user's perspective: An application of the artificial neural network approach," Technology in Society, Elsevier, vol. 62(C).
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    21. Danckwerts, Sebastian & Meißner, Lasse & Krampe, Caspar, 2019. "Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 3(3), pages 111-125.
    22. Viswanath Venkatesh, 2022. "Adoption and use of AI tools: a research agenda grounded in UTAUT," Annals of Operations Research, Springer, vol. 308(1), pages 641-652, January.
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