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Citizen Trust Development for E-Government Adoption and Usage: Insights from Young Adults in Singapore

Author

Listed:
  • Shirish C. Srivastava

    (GREGH - Groupement de Recherche et d'Etudes en Gestion à HEC - HEC Paris - Ecole des Hautes Etudes Commerciales - CNRS - Centre National de la Recherche Scientifique)

  • Thompson S.H. Teo

Abstract

Trust, which has been found to be a significant facilitator for the adoption and usage of new business paradigms like e-commerce, is relatively unexplored in the context of e-government. Using trust literature as the theoretical lens, we propose an e-government trust grid for the adoption and usage of e-government, comprising two dimensions: ‘trust in government' and ‘trust in Internet technology.' Based on their levels of trust in the two identified dimensions, nations can fall into one of four quadrants: Adversarial, Competitive, Cooperative, and Collaborative. Using focus groups and interviews with young adults in Singapore, we find that in recent years, Singapore is evolving from the cooperative (low trust in Internet technology and high trust in government) to the collaborative (high trust in Internet technology and high trust in government) quadrant. The study delineates a set of lessons learned from the Singapore experience for engendering citizen trust in e-government. These lessons for governments are: solicit feedback from citizens, demonstrate top leadership commitment and support, build institutional trust, cultivate IT literacy, and enact comprehensive and effective legal systems.

Suggested Citation

  • Shirish C. Srivastava & Thompson S.H. Teo, 2009. "Citizen Trust Development for E-Government Adoption and Usage: Insights from Young Adults in Singapore," Post-Print hal-00465199, HAL.
    • Handle: RePEc:hal:journl:hal-00465199
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    Citations

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    Cited by:

    1. Alzahrani, Latifa & Al-Karaghouli, Wafi & Weerakkody, Vishanth, 2017. "Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework," International Business Review, Elsevier, vol. 26(1), pages 164-175.
    2. Aladwani, Adel M. & Dwivedi, Yogesh K., 2018. "Towards a theory of SocioCitizenry: Quality anticipation, trust configuration, and approved adaptation of governmental social media," International Journal of Information Management, Elsevier, vol. 43(C), pages 261-272.
    3. Khan, Anupriya & Krishnan, Satish, 2019. "Conceptualizing the impact of corruption in national institutions and national stakeholder service systems on e-government maturity," International Journal of Information Management, Elsevier, vol. 46(C), pages 23-36.
    4. Lian, Jiunn-Woei, 2015. "Critical factors for cloud based e-invoice service adoption in Taiwan: An empirical study," International Journal of Information Management, Elsevier, vol. 35(1), pages 98-109.
    5. Ben Krishna & Satish Krishnan & M. P. Sebastian, 2023. "Examining the Relationship between National Cybersecurity Commitment, Culture, and Digital Payment Usage: An Institutional Trust Theory Perspective," Information Systems Frontiers, Springer, vol. 25(5), pages 1713-1741, October.
    6. Eric T. K. Lim & Chee-Wee Tan & Dianne Cyr & Shan L. Pan & Bo Xiao, 2012. "Advancing Public Trust Relationships in Electronic Government: The Singapore E-Filing Journey," Information Systems Research, INFORMS, vol. 23(4), pages 1110-1130, December.
    7. Ahmed Saiedalameen M. Almamy & Atul Mishra & Dababrata Chowdhury, 2022. "A Mixed-Method Approach to Examining the Drivers and Outcomes of Citizen Trust Towards E-Government," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 13(1), pages 1-27, January.
    8. Yogesh K. Dwivedi & David Wastell & Sven Laumer & Helle Zinner Henriksen & Michael D. Myers & Deborah Bunker & Amany Elbanna & M. N. Ravishankar & Shirish C. Srivastava, 2015. "Research on information systems failures and successes: Status update and future directions," Information Systems Frontiers, Springer, vol. 17(1), pages 143-157, February.

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