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An Empirical Investigation on Electronic Government Services Continuance and Trust
Karlstad University, Faculty of Health, Science and Technology (starting 2013), Department of Mathematics and Computer Science (from 2013). (SQUAD)ORCID iD: 0000-0002-7885-0369
University of Engineering and Technology, Pakistan.
Aalto University, Finland.
2023 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Trust is an important factor that contributes to citizens' willingness to continuance use of e-gov services. However, there is a lack of prior investigation about trust and continuance use of e-gov services in Pakistan - a developing country. We propose a model to investigate citizens' trust and e-gov services' continuous use intention to fill this research gap. Our study collected data from an online survey of 558 Pakistani citizens. Using partial least squares analysis, we found that disposition to trust positively correlates with both internet and government trust. Moreover, citizen satisfaction, trust, perceived usefulness, confirmation, and perceived risk all have significant impacts on the continuous use intention of e-gov services. This research extends and validates the Expectation-Confirmation Model by exploring key factors that influence e-gov continuance use intention. As such, our study offers valuable insights for policymakers and practitioners involved in e-gov service delivery in developing countries like Pakistan. The paper also discusses our findings' implications and identifies future research directions.

Place, publisher, year, edition, pages
IEEE, 2023. p. 1-8
Keywords [en]
e-government, e-services, trust, diffusion, Pakistan
National Category
Computer Sciences Public Administration Studies Information Systems
Research subject
Computer Science
Identifiers
URN: urn:nbn:se:kau:diva-97702DOI: 10.1109/ISTAS57930.2023.10306133Scopus ID: 2-s2.0-85178515005ISBN: 979-8-3503-2486-0 (electronic)OAI: oai:DiVA.org:kau-97702DiVA, id: diva2:1819067
Conference
29th Annual IEEE International Symposium on Technology and Society, ISTAS, Swansea, England, September 13-15, 2023.
Available from: 2023-12-13 Created: 2023-12-13 Last updated: 2024-01-03Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf