The Influence of Trustworthiness and Technology Acceptance Factors on the Usage of e-Government Services during COVID-19: A Case Study of Post COVID-19 Greece

Stefanos Balaskas, Aliki Panagiotarou and Maria Rigou ()
Additional contact information
Stefanos Balaskas: Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece
Aliki Panagiotarou: Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece
Maria Rigou: Department of Management Science and Technology, University of Patras, Megalou Alexandrou 1, 26334 Koukouli, Greece

Administrative Sciences, 2022, vol. 12, issue 4, 1-25

Abstract: The COVID-19 pandemic imposed challenges and offered opportunities, which were recognized and assessed in developed countries. In many cases though, the lack of systematic preparation for the required digital transformation resulted in confusion and discomfort in citizens’ lives, where the imposition of nonphysical contact excluded a large part of the population from basic needs and rights. This article investigates the influence of trustworthiness and technology acceptance factors on the usage of e-government services during the pandemic, and proposes a model that integrates factors adapted from the TAM model (social influence, performance expectancy and effort expectancy) with trust in e-government, a factor influenced by trust in government, trust in the internet, security and privacy, to predict e-government usage. To test the model, a survey was conducted using a 38-question questionnaire we designed, with a total sample size of 301 Greek citizens. The model was confirmed using the structural equation modeling (SEM) approach with maximum-likelihood estimates. Results indicate that all aspects in this study related to trustworthiness and user acceptance can be predictive factors of citizens’ usage of e-government services during periods of uncertainty and high risk, such as the COVID-19 pandemic.

Keywords: Greece; COVID-19; e-government services; trustworthiness; user acceptance; citizen engagement; technology acceptance model (?A?) (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2076-3387/12/4/129/pdf (application/pdf)
https://www.mdpi.com/2076-3387/12/4/129/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jadmsc:v:12:y:2022:i:4:p:129-:d:929054

Access Statistics for this article

Administrative Sciences is currently edited by Ms. Nancy Ma

More articles in Administrative Sciences from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().