Trust and electronic government website success: An empirical study

Abstract

Electronic government (e-Government) is radically transforming the way of public governance. However, despite the increasing interest in e-Government, information systems (IS) literature is mostly silent on what really contributes to the success of e-Government websites. To fill this gap, this study proposes a model to assess e-Government website success by integrating two streams of research: (1) the updated DeLone and McLean information systems success model; and (2) trust in the online environment. The model was tested via a survey of 214 Singapore e-Government website users. Further, two post-hoc analyses were done to (1) verify the mediating role of quality variables, and (2) split the sample into two user groups. The results indicate that while trust has positive impact on quality perceptions of an e-Government website, the impact of different types of trust and different quality variables varies across the nature of usage. Implications of the results are discussed.