Abstract
Rapidly developing information and communication technologies have an influence on the whole world and have become an ordinary part of everyday life. Not only people, but businesses and governments are affected by these changes. In this respect, governments use several online media platforms as their own digital face and thus keep pace with the developing technology. Considering the lacks in previous researches, the aim of this paper is to investigate the critical factors influencing the citizens' trust in public sector websites and social media and also the relationship among trust in the public sector, citizen satisfaction and trust in public sector websites and social media. By studying 607 citizens who are users of the website or social media service belonging to the municipalities in Turkey, we found that: (i) perceived quality, perceived usefulness, and facilitation conditions are the factors that affect the citizens' trust in public sector websites and social media, (ii) trust in the public sector websites and social media affects trust in the public sector and, (iii) trust in the public sector affects citizen satisfaction.
Highlights
Until the 2000s, by using the Internet, it was only possible to read the posts on the websites, watch videos and listen to the sound recordings, while with the emergence of Web 2.0 and coming into our daily lives, the Internet has become interactive and created an online world (Obar & Wildman, 2015)
In this study, a holistic approach was adopted from a comprehensive perspective and the effects of factors based on the models which are technology acceptance theory (TAM), theory of reasoned action (TRA), and theory of acceptance and use of technology (UTAUT) on citizens' trust in public sector websites and social media were investigated
This paper contributes to the literature by clarifying the relationship among trust in the public sector, citizen satisfaction, trust in public sector websites and social media
Summary
Until the 2000s, by using the Internet, it was only possible to read the posts on the websites, watch videos and listen to the sound recordings, while with the emergence of Web 2.0 and coming into our daily lives, the Internet has become interactive and created an online world (Obar & Wildman, 2015). To examine the determining factors affecting citizens' trust in public sector websites and social media, a framework was developed based on the relevant literature In this context, it was seen that several basic theories explaining the adoption and acceptance of technology and information systems have come to the fore. In this study, a holistic approach was adopted from a comprehensive perspective and the effects of factors based on the models which are technology acceptance theory (TAM), theory of reasoned action (TRA), and theory of acceptance and use of technology (UTAUT) on citizens' trust in public sector websites and social media were investigated. Propensity to trust, perceived quality, perceived usefulness, facilitating conditions, privacy factors and perceived risk are examined as determinants of citizens' trust in public sector websites and social media with the intent of better understanding of its key determinants
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