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Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
Janssen, M. Rana, Nripendra P. Slade, E.L. Dwivedi, Y.K.
Janssen, M.
Rana, Nripendra P.
Slade, E.L.
Dwivedi, Y.K.
Publication Date
2018-05
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© 2017 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and repro- duction in any medium, provided the original work is properly cited, and is not altered, transformed, or built upon in any way.
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2017
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Abstract
Having its origin in public administration, trustworthiness is a significant concept in digital government research, influencing the relationships between citizens and governments. However, the interrelationships between the facets of trustworthiness are given inadequate attention. Therefore, the aim of this research was to develop a theory detailing the factors affecting citizens’ perceptions of e-government trustworthiness. A comprehensive review of public administration and information systems literature highlighted 20 pertinent variables. The interrelationships of these variables were identified and categorized according to their driving and dependence power by employing interpretive structural modelling. The proposed model was then drawn based on the level partitioning of variables and interrelationships of the variables determined using the final reachability matrix. The findings reveal that current conceptualizations of digital government trustworthiness take a too narrow view. The findings can help government policy makers with understanding the interrelated factors associated with trustworthiness in the context of digital government services and implement them in effective strategic planning.
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Janssen M, Rana NP, Slade EL et al (2018) Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling. Public Management Review. 20(5): 647-671.
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