Impact of e-government benefits on continuous use intention of e-government services: The moderating role of citizen trust in Common Service Centres (CSCs)

Abstract

The present study attempts to understand the role of trustworthiness of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries like India. The moderating role of citizen trust in CSCs is analysed in the effects of the three dimensions of e-government benefits (namely, economic benefits, quality of service (QoS) benefits and quality of governance (QoG) benefits), on the e-government continuance intention. The primary data were collected from the field surveys conducted at select CSCs in the Uttar Pradesh (UP) state of India using convenience sampling. The study sample included 542 respondents who use e-government services through CSCs. The findings of the study suggest that CSCs' trustworthiness significantly moderates the impact of e-government benefits on the e-government continuance intention; the effects being significantly stronger for the citizens who have greater trust in CSCs.