User Trust in E-Government - Management Perspective

Sammanfattning: A lot of money is being spent by the governments all over the world in developing and deploying Government to Citizen (G2C) e-government applications. These applications serve the purpose of providing better civic services to the citizens. The success of such applications is frequently heard and witnessed in the developed countries but there is a prevailing concern about the success and adoption of these services in the developing countries. Major focus of this research is to have management perspective about different factors, particularly citizens’ or users’ trust in e-government initiatives, that contribute towards the use of an e-government application. The secondary purpose is to evaluate an e-government service in Pakistan from management point of view. The service is offered by National Database and Registration Authority (NADRA) which is a government agency working under the ministry of Interior in Pakistan. This service is known as NADRA-Kiosk. In our research, we derived our own research model from the updated IS success model (2003) which was introduced by DeLone and McLean. Using the derived model we only focused on management perspective about the effect of system, information and service quality on users’ or citizens’ trust and in return how the users’ or citizens’ trust is helpful in order to make an e-government application useful. The findings of the study revealed that higher level of users’ or citizens’ trust in any e-government application or initiative plays a vital role for the use of that particular initiative. Furthermore, the six hypotheses which were developed to evaluate NADRA-Kiosk are also addressed.