The Role of Trust in e-Government Effectiveness, Operational Effectiveness and User Satisfaction: Lessons from Saudi Arabia in e-G2B
Electronic government (e-Government) systems are becoming an essential strategic tool in the delivery of e-Government-to-Business services (e-G2B). The purpose of this research is to explore direct and indirect effects of trust in online services on the satisfaction of the e-Government service users and other perceptions such as e-G2B system effectiveness and the operational effectiveness of organizations. Based on a sample of e-G2B service users from Saudi Arabia, our preliminary findings suggest that the effects of trust on user satisfaction are mediated by e-G2B system effectiveness measures (e.g., System Quality, Service Quality, and Information Quality) and by operational effectiveness. In addition, we find that operational effectiveness and information quality are the most important drivers of user satisfaction. In contrast to previous research, our results show a negative relationship between trust in online services and service quality and suggest that this finding may have important implications for theory and practice.
Santa, Ricardo; MacDonald, Jason B.; and Ferrer, Mario. (2019). "The Role of Trust in e-Government Effectiveness, Operational Effectiveness and User Satisfaction: Lessons from Saudi Arabia in e-G2B". Government Information Quarterly, 36(1), 39-50. https://doi.org/10.1016/j.giq.2018.10.007