Critical Antecedents of Trust in E-Government Services in Turkey

Abstract

Electronic government (e-government) has become the shortcut of the government. In addition to benefits provided, it also has some problems and drawbacks. Trust is one of these drawbacks, making it difficult to adopt and spread e-government. The purpose of the research is to investigate the critical trust antecedents of e-government that affect the trust of university students in Turkey toward e-government. The study group of the research consists of 330 university students in Turkey during 2019-2020 academic year. The e-government trust components scale (E-DMSS) was developed as a data collection tool. The scale was analyzed by exploratory factor analysis and confirmatory factor analysis. As a result, four factors (reduced perception of risk, tendency to trust people, trust in technology, trust in digital government) affect e-government trust, while two factors (information quality and internet experience) do not affect e-government trust. As a result of the study, e-government trust antecedents were discussed.