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

Bettina Distel (), Holger Koelmann (), Florian Schmolke () and Jörg Becker ()
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Bettina Distel: University of Münster
Holger Koelmann: University of Münster
Florian Schmolke: University of Münster
Jörg Becker: University of Münster

A chapter in Trust and Communication, 2021, pp 163-184 from Springer

Abstract: 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.

Keywords: Trust; Electronic government; Public services; Public service delivery; E-services; E-government (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-72945-5_8

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

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