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Analyzing the Critical Factors Influencing Post-Use Trust and Its Impact on Citizens’ Continuous-Use Intention of E-Government: Evidence from Chinese Municipalities

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  • Wenjuan Li

    (School of Public Management and Public Policy, Tsinghua University, Beijing 100084, China
    Centre for Crisis Management Research, Tsinghua University, Beijing 100084, China
    Centre for Social Risk Assessment in China, Tsinghua University, Beijing 100084, China)

  • Lan Xue

    (School of Public Management and Public Policy, Tsinghua University, Beijing 100084, China)

Abstract

Whereas the pivotal role of trust in the adoption of e-government was highlighted in prior research, attention was rarely paid thus far to investigate the role of post-use trust and its impact on citizens’ continuous-use intention of e-government. This study develops a comprehensive model, which consists of antecedents of post-use trust, perceived usefulness, satisfaction, and citizens’ continuous-use intention of e-government, to explain how interactional, government, and environmental factors influence citizens’ post-use trust as well as how post-use trust influences citizens’ continuous-use intention. Using data collected from a survey of 1867 citizen users living in one direct-controlled municipality and four high-population cities in China, this study tests the proposed concept model using structural equation modeling. The results show that trust in government, trust in the internet, service quality, and information quality have positive effects on citizens’ post-use trust. Factors that do not determine a user’s post-use trust are the perception of privacy and security, as well as system quality. Another finding is that citizens’ post-use trust does not directly influence their continuous intention to use e-government. Post-use trust will impact continuous-use intention through whether or not citizens find using e-government useful and satisfying.

Suggested Citation

  • Wenjuan Li & Lan Xue, 2021. "Analyzing the Critical Factors Influencing Post-Use Trust and Its Impact on Citizens’ Continuous-Use Intention of E-Government: Evidence from Chinese Municipalities," Sustainability, MDPI, vol. 13(14), pages 1-18, July.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:14:p:7698-:d:591509
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    References listed on IDEAS

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    1. Seunghwan Myeong & Yongmin Kwon & Hyungjun Seo, 2014. "Sustainable E-Governance: The Relationship among Trust, Digital Divide, and E-Government," Sustainability, MDPI, vol. 6(9), pages 1-21, September.
    2. 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.
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    6. Isaac Kofi Mensah & Guohua Zeng & Chuanyong Luo, 2020. "E-Government Services Adoption: An Extension of the Unified Model of Electronic Government Adoption," SAGE Open, , vol. 10(2), pages 21582440209, June.
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    Cited by:

    1. Yi-Yuan Liu & Shun-Hsing Chen & Jia-Xuan Zhang, 2021. "Applying Importance–Satisfaction Model to Evaluate Customer Satisfaction: An Empirical Study of Foodpanda," Sustainability, MDPI, vol. 13(19), pages 1-18, October.
    2. Maohao Che & Sze Yee Ashley Say & Han Yu & Qingji Zhou & Jared Shu & Wen Sun & Xi Luo & Hong Xu, 2023. "Investigating customers’ continuous trust towards mobile banking apps," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-10, December.
    3. Da-Hee Lim & Dae-Woong Lee, 2021. "Non-Face-to-Face Public Services and Perceptions of Public Organizations," Sustainability, MDPI, vol. 13(21), pages 1-15, November.

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