Citizens’ Trust Measurement in Smart Government Services

The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens’ trust in government performance providing public services, as it allows intera...

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Autores principales:	Fera Tri Hartanti, Jemal H. Abawajy, Morshed Chowdhury, Wervyan Shalannanda
Formato:	article
Lenguaje:	EN
Publicado:	IEEE 2021
Materias:	Citizens aspects digital technology citizens engagement government aspects service adoption perceived value Electrical engineering. Electronics. Nuclear engineering TK1-9971
Acceso en línea:	https://doaj.org/article/e0e5cfed2cb9419eb137bf531d531090
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spelling	oai:doaj.org-article:e0e5cfed2cb9419eb137bf531d5310902021-11-18T00:00:51ZCitizens’ Trust Measurement in Smart Government Services2169-353610.1109/ACCESS.2021.3124206https://doaj.org/article/e0e5cfed2cb9419eb137bf531d5310902021-01-01T00:00:00Zhttps://ieeexplore.ieee.org/document/9594857/https://doaj.org/toc/2169-3536The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens’ trust in government performance providing public services, as it allows interactions anytime, anyplace, through any device that merge digital technology and government public services. Furthermore, it is essential to consider citizens’ trust in smart public services since citizens are consumers of the services. Existing studies measure citizens’ trust in smart government services focusing on technological and government aspects. Therefore, this study proposes a framework to measure trust in smart government services and its impact on service adoption and satisfaction. This framework uses Information System (IS) Success Model and expands the dimension with government aspects, citizen aspects, citizens engagement, and social influence. This study surveyed the citizens of West Java Province Indonesia who have used government digital services for checking and paying vehicle taxes. The findings revealed significant factors, which are technological aspects, government aspects, and citizens engagement to measure citizens’ trust in smart government services. The more citizens trust the services, the more they will use these services. Trusted smart government services also deliver value and satisfaction to the service users. However, we found social influence and the citizen aspects are not supported the citizens’ trust in smart government services. We believe this paper will be a significant contribution for the academicians, governments, and service providers to build or increase citizens’ trust in smart government services.Fera Tri HartantiJemal H. AbawajyMorshed ChowdhuryWervyan ShalannandaIEEEarticleCitizens aspectsdigital technologycitizens engagementgovernment aspectsservice adoptionperceived valueElectrical engineering. Electronics. Nuclear engineeringTK1-9971ENIEEE Access, Vol 9, Pp 150663-150676 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Citizens aspects digital technology citizens engagement government aspects service adoption perceived value Electrical engineering. Electronics. Nuclear engineering TK1-9971
spellingShingle	Citizens aspects digital technology citizens engagement government aspects service adoption perceived value Electrical engineering. Electronics. Nuclear engineering TK1-9971 Fera Tri Hartanti Jemal H. Abawajy Morshed Chowdhury Wervyan Shalannanda Citizens’ Trust Measurement in Smart Government Services
description	The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens’ trust in government performance providing public services, as it allows interactions anytime, anyplace, through any device that merge digital technology and government public services. Furthermore, it is essential to consider citizens’ trust in smart public services since citizens are consumers of the services. Existing studies measure citizens’ trust in smart government services focusing on technological and government aspects. Therefore, this study proposes a framework to measure trust in smart government services and its impact on service adoption and satisfaction. This framework uses Information System (IS) Success Model and expands the dimension with government aspects, citizen aspects, citizens engagement, and social influence. This study surveyed the citizens of West Java Province Indonesia who have used government digital services for checking and paying vehicle taxes. The findings revealed significant factors, which are technological aspects, government aspects, and citizens engagement to measure citizens’ trust in smart government services. The more citizens trust the services, the more they will use these services. Trusted smart government services also deliver value and satisfaction to the service users. However, we found social influence and the citizen aspects are not supported the citizens’ trust in smart government services. We believe this paper will be a significant contribution for the academicians, governments, and service providers to build or increase citizens’ trust in smart government services.
format	article
author	Fera Tri Hartanti Jemal H. Abawajy Morshed Chowdhury Wervyan Shalannanda
author_facet	Fera Tri Hartanti Jemal H. Abawajy Morshed Chowdhury Wervyan Shalannanda
author_sort	Fera Tri Hartanti
title	Citizens’ Trust Measurement in Smart Government Services
title_short	Citizens’ Trust Measurement in Smart Government Services
title_full	Citizens’ Trust Measurement in Smart Government Services
title_fullStr	Citizens’ Trust Measurement in Smart Government Services
title_full_unstemmed	Citizens’ Trust Measurement in Smart Government Services
title_sort	citizens’ trust measurement in smart government services
publisher	IEEE
publishDate	2021
url	https://doaj.org/article/e0e5cfed2cb9419eb137bf531d531090
work_keys_str_mv	AT feratrihartanti citizensx2019trustmeasurementinsmartgovernmentservices AT jemalhabawajy citizensx2019trustmeasurementinsmartgovernmentservices AT morshedchowdhury citizensx2019trustmeasurementinsmartgovernmentservices AT wervyanshalannanda citizensx2019trustmeasurementinsmartgovernmentservices
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