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

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  • Marijn Janssen
  • Nripendra P. Rana
  • Emma L. Slade
  • Yogesh K. Dwivedi

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.

Suggested Citation

  • Marijn Janssen & Nripendra P. Rana & Emma L. Slade & Yogesh K. Dwivedi, 2018. "Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling," Public Management Review, Taylor & Francis Journals, vol. 20(5), pages 647-671, May.
    • Handle: RePEc:taf:rpxmxx:v:20:y:2018:i:5:p:647-671
    DOI: 10.1080/14719037.2017.1305689
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    Cited by:

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    3. Jiangang Shi & Kaifeng Duan & Quanwei Xu & Jiajia Li, 2020. "Analysis of Super-Gentrification Dynamic Factors Using Interpretative Structure Modeling," Land, MDPI, vol. 9(2), pages 1-16, February.
    4. David Schneider & Johannes Klumpe & Martin Adam & Alexander Benlian, 2020. "Nudging users into digital service solutions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 863-881, December.
    5. Mohita Gangwar Sharma & Sunil Kumar, 2020. "The Implication of Blockchain as a Disruptive Technology for Construction Industry," IIM Kozhikode Society & Management Review, , vol. 9(2), pages 177-188, July.
    6. Jinhua Chu & You-Yu Dai & Anyuan Zhong, 2023. "Factors Influencing the Effectiveness of Open Government Data Platforms: A Data Analysis of 61 Prefecture-Level Cities in China," SAGE Open, , vol. 13(3), pages 21582440231, August.
    7. Gandhi, Mohina & Kar, Arpan Kumar, 2022. "How do Fortune firms build a social presence on social media platforms? Insights from multi-modal analytics," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    8. Rana, Nripendra P. & Barnard, Daniel J. & Baabdullah, Abdullah M.A. & Rees, Daniel & Roderick, Sian, 2019. "Exploring barriers of m-commerce adoption in SMEs in the UK: Developing a framework using ISM," International Journal of Information Management, Elsevier, vol. 44(C), pages 141-153.
    9. D. Laurie Hughes & Nripendra P. Rana & Yogesh K. Dwivedi, 2020. "Elucidation of IS project success factors: an interpretive structural modelling approach," Annals of Operations Research, Springer, vol. 285(1), pages 35-66, February.
    10. Zhao, Shuliang & Teng, Linjiao & Arkorful, Vincent Ekow & Hu, Hui, 2023. "Impacts of digital government on regional eco-innovation: Moderating role of dual environmental regulations," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    11. Sylvia Novillo-Villegas & Ricardo Ayala-Andrade & Juan Pablo Lopez-Cox & Javier Salazar-Oyaneder & Patricia Acosta-Vargas, 2022. "A Roadmap for Innovation Capacity in Developing Countries," Sustainability, MDPI, vol. 14(11), pages 1-20, May.
    12. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    13. Bettina Distel & Holger Koelmann & Ralf Plattfaut & Jörg Becker, 2022. "Watch who you trust! A structured literature review to build a typology of e-government risks," Information Systems and e-Business Management, Springer, vol. 20(4), pages 789-818, December.
    14. Modgil, Sachin & Dwivedi, Yogesh K. & Rana, Nripendra P. & Gupta, Shivam & Kamble, Sachin, 2022. "Has Covid-19 accelerated opportunities for digital entrepreneurship? An Indian perspective," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    15. Aw, Eugene Cheng-Xi & Tan, Garry Wei-Han & Cham, Tat-Huei & Raman, Ramakrishnan & Ooi, Keng-Boon, 2022. "Alexa, what's on my shopping list? Transforming customer experience with digital voice assistants," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    16. Nripendra P. Rana & Sunil Luthra & Sachin Kumar Mangla & Rubina Islam & Sian Roderick & Yogesh K. Dwivedi, 2019. "Barriers to the Development of Smart Cities in Indian Context," Information Systems Frontiers, Springer, vol. 21(3), pages 503-525, June.
    17. Prabhsimran Singh & Yogesh K. Dwivedi & Karanjeet Singh Kahlon & Ravinder Singh Sawhney & Ali Abdallah Alalwan & Nripendra P. Rana, 0. "Smart Monitoring and Controlling of Government Policies Using Social Media and Cloud Computing," Information Systems Frontiers, Springer, vol. 0, pages 1-23.
    18. Prabhsimran Singh & Yogesh K. Dwivedi & Karanjeet Singh Kahlon & Ravinder Singh Sawhney & Ali Abdallah Alalwan & Nripendra P. Rana, 2020. "Smart Monitoring and Controlling of Government Policies Using Social Media and Cloud Computing," Information Systems Frontiers, Springer, vol. 22(2), pages 315-337, April.
    19. Abuljadail, Mohammad & Khalil, Ashraf & Talwar, Shalini & Kaur, Puneet, 2023. "Big data analytics and e-governance: Actors, opportunities, tensions, and applications," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    20. Balakrishnan, Janarthanan & Abed, Salma S. & Jones, Paul, 2022. "The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    21. Mondal, Jalaluddin & Chakrabarti, Somnath, 2021. "The abandonment behaviour of the branded app consumer: A study using interpretive structural modelling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    22. Lissitsa, Sabina, 2021. "Effects of digital use on trust in political institutions among ethnic minority and hegemonic group – A case study," Technology in Society, Elsevier, vol. 66(C).

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