The Role of Trust for Citizens' Adoption of Public E-Services

Distel B, Koelmann H, Schmolke F, Becker J


Abstract
Digital services are ubiquitous in today's world, marking it as the digital age. Public administrations are using information and communication technologies for decades now; however, public e-services are still not widely used by the intended users. Repeatedly, scholars highlight the importance of trust for the successful adoption of public e-services and much research has empirically investigated the role of trust for public e-service adoption. In face of the substantial amount of research, this chapter summarises the current debates surrounding this topic and provides empirical insights on the role of trust for public e-service use in Germany. The insights of both empirical studies, i.e. the literature review and the interviews, result in a generalised model of citizens' trust in the context of e-government.

Keywords
trust; electronic government; public services; public service delivery; e-services; e-government



Publication type
Forschungsartikel (Buchbeitrag)

Peer reviewed
No

Publication status
Published

Year
2021

Book title
Trust and Communication. Findings and Implications of Trust Research

Editor
Blöbaum B

Start page
163

End page
184

Publisher
Springer

Language
English

ISBN
978-3-030-72945-5

DOI

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