Impact of citizen trust on adoption of e-gov services in the Nellore City, Andhra Pradesh

Abstract

Taking a number or waiting in line is a thing of the past in public services, thanks to the proliferation of secure websites and mobile apps. More people throughout the globe are benefiting from e-government services, which have made their lives easier. People's willingness to use e-government services depends heavily on their level of awareness & trust in the system. In order to have a better understanding of the factors affecting trust in e-government services, empirical study is required. When it comes to e-government, Nellore residents have a lot of trust and this article’s studies show that trust affects their desire to utilize e-government services. In order to acquire information on several trust-related aspects, such as trust in government & technology, information quality & promises of privacy & security, we employed 150 questionnaires in total. Additionally, the TAM model’s two dimensions (“perceived usefulness and perceived ease-of-use”) are used to predict the likelihood of using e-government utility. According to the study’s findings, all of the factors included in the analysis were significant predictors of whether or not respondents intended to utilize e-government services. Despite this, confidence in e-government was predicted by all the hypothesized factors, except for privacy and security guarantee.