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.
Highlights
Previous research has reported that the governments is not adaptive enough in managing their public services due to the rapid change in the technological landscape [1]
According to study [5] smart government is more advanced than e-government in improved service delivery and engagement with the citizens by providing public services that are accessible through smart technology
We found positive impact according to our observed work that when citizens received the reliable technology experience, it will impact their trust of the services
Summary
Previous research has reported that the governments is not adaptive enough in managing their public services due to the rapid change in the technological landscape [1]. There are two different strategies to achieve smart government described in the literature These can be approached by a smart city program [2], [3], with IoT and AI as the key technologies [4], or by improving e-government services [3], [4], [5]. According to study [5] smart government is more advanced than e-government in improved service delivery and engagement with the citizens by providing public services that are accessible through smart technology. We use this definition in our research
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