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Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling

Marijn Janssen Orcid Logo, Nripendra Rana Orcid Logo, Emma L. Slade, Yogesh Dwivedi Orcid Logo

Public Management Review, Volume: 20, Issue: 5, Pages: 647 - 671

Swansea University Authors: Nripendra Rana Orcid Logo, Yogesh Dwivedi Orcid Logo

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DOI (Published version): 10.1080/14719037.2017.1305689

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 ai...

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Published in: Public Management Review
ISSN: 1471-9037 1471-9045
Published: Informa UK Limited 2018
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URI: https://cronfa.swan.ac.uk/Record/cronfa29575
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first_indexed 2016-08-22T12:55:05Z
last_indexed 2023-01-11T14:02:21Z
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spelling 2022-10-26T12:53:44.6652867 v2 29575 2016-08-14 Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling b00e18aa519cd578d4b242e376e70331 0000-0003-1105-8729 Nripendra Rana Nripendra Rana true false d154596e71b99ad1285563c8fdd373d7 0000-0002-5547-9990 Yogesh Dwivedi Yogesh Dwivedi true false 2016-08-14 BBU 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. Journal Article Public Management Review 20 5 647 671 Informa UK Limited 1471-9037 1471-9045 Trustworthiness; trust; electronic government; digital government; ISM; theory; Citizens 4 5 2018 2018-05-04 10.1080/14719037.2017.1305689 COLLEGE NANME Business COLLEGE CODE BBU Swansea University 2022-10-26T12:53:44.6652867 2016-08-14T20:14:33.4503372 Faculty of Humanities and Social Sciences School of Management - Business Management Marijn Janssen 0000-0001-6211-8790 1 Nripendra Rana 0000-0003-1105-8729 2 Emma L. Slade 3 Yogesh Dwivedi 0000-0002-5547-9990 4 29575__17730__55a43a1cb5344fc599ffe82f1640c7f7.pdf Trustworthiness of digital government services deriving a comprehensive theory through interpretive structural modelling.pdf 2020-07-17T15:38:32.7241250 Output 2462761 application/pdf Version of Record true This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License () true http://creativecommons.org/licenses/by-nc-nd/4.0/
title Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
spellingShingle Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
Nripendra Rana
Yogesh Dwivedi
title_short Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
title_full Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
title_fullStr Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
title_full_unstemmed Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
title_sort Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling
author_id_str_mv b00e18aa519cd578d4b242e376e70331
d154596e71b99ad1285563c8fdd373d7
author_id_fullname_str_mv b00e18aa519cd578d4b242e376e70331_***_Nripendra Rana
d154596e71b99ad1285563c8fdd373d7_***_Yogesh Dwivedi
author Nripendra Rana
Yogesh Dwivedi
author2 Marijn Janssen
Nripendra Rana
Emma L. Slade
Yogesh Dwivedi
format Journal article
container_title Public Management Review
container_volume 20
container_issue 5
container_start_page 647
publishDate 2018
institution Swansea University
issn 1471-9037
1471-9045
doi_str_mv 10.1080/14719037.2017.1305689
publisher Informa UK Limited
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
active_str 0
description 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.
published_date 2018-05-04T03:35:59Z
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