Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship

Morgeson III, Forrest V.; VanAmburg, David; Mithas, Sunil
April 2011
Journal of Public Administration Research & Theory;Apr2011, Vol. 21 Issue 2, p257
Academic Journal
The article presents a study from the Journal of Public Administration Research and Theory on the structure of the e-government-citizen trust relationship in the U.S. The study uses a cross-sectional sample of 787 end users of US federal government services, the data from the American Customer Satisfaction Index study, and the structural equation modeling statistical techniques. The study also includes the factors that shapes the decision to adopt e-government, as well as prior expectations, overall satisfaction, and outcomes including both confidence in the particular agency experienced and trust in the federal government overall. Also discusses are the findings and recommendations of the study.


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