Citizens’ Trust Measurement in Smart Government Services

Abstract

The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens’ trust in government performance providing public services, as it allows interactions anytime, anyplace, through any device that merge digital technology and government public services. Furthermore, it is essential to consider citizens’ trust in smart public services since citizens are consumers of the services. Existing studies measure citizens’ trust in smart government services focusing on technological and government aspects. Therefore, this study proposes a framework to measure trust in smart government services and its impact on service adoption and satisfaction. This framework uses Information System (IS) Success Model and expands the dimension with government aspects, citizen aspects, citizens engagement, and social influence. This study surveyed the citizens of West Java Province Indonesia who have used government digital services for checking and paying vehicle taxes. The findings revealed significant factors, which are technological aspects, government aspects, and citizens engagement to measure citizens’ trust in smart government services. The more citizens trust the services, the more they will use these services. Trusted smart government services also deliver value and satisfaction to the service users. However, we found social influence and the citizen aspects are not supported the citizens’ trust in smart government services. We believe this paper will be a significant contribution for the academicians, governments, and service providers to build or increase citizens’ trust in smart government services.

Keywords

• Citizens aspects
• digital technology
• citizens engagement
• government aspects
• service adoption
• perceived value