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

Distel B, Koelmann H, Schmolke F, Becker J

Research article (book contribution)

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.

Details about the publication

Editors: Blöbaum B

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

Page range: 163-184

Publisher: Springer VDI Verlag

Status: Published

Release year: 2021 (01/07/2021)

Language in which the publication is written: English

ISBN: 978-3-030-72945-5

DOI: 10.1007/978-3-030-72945-5_8

Link to the full text: https://link.springer.com/chapter/10.1007/978-3-030-72945-5_8#enumeration

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

Authors from the University of Münster

Becker, Jörg	Chair of Information Systems and Information Management (IS)
Distel, Bettina	Chair of Information Systems and Information Management (IS) Research Training Group 1712 "Trust and Communication in a Digitized World" (GRK 1712)
Koelmann, Holger	Chair of Information Systems and Information Management (IS) Research Training Group 1712 "Trust and Communication in a Digitized World" (GRK 1712)
Schmolke, Florian	Chair of Information Systems and Information Management (IS)

Projects the publication originates from

RTG 1712: Trust and Communication in a Digitized World (GRK 1712)

Duration: 01/04/2012 - 31/03/2021 | 2nd Funding period

Funded by: DFG - Research Training Group

Type of project: Main DFG-project hosted at University of Münster

Doctorates the publication originates from

Explaining Citizens' Non-Adoption and Adoption of E-Government in Germany
Candidate: Distel, Bettina | Supervisors: Becker, Jörg; Röttger, Ulrike; Internationaler Mentor: Prof. Dr. Joep Crompvoets (Public Governance Institute, KU Leuven, Belgien)
Period of time: 01/04/2015 - 19/11/2018
Doctoral examination procedure finished at: Doctoral examination procedure at University of Münster