The Effect of E-Government on Citizen Trust of the National Database and Registration Authority (NADRA) in Pakistan

Niamatullah ,Nagina Gul ,Ajaz Shaheen ,Ambreen Aimal

doi:10.7176/ejbm/12-18-15

Abstract

A considerable amount of cash is being spent by various nations throughout the world in creating and conveying e-government services to their citizen aims to effectively provide better community services to the nationals. The success and achievement of such applications is probably perceived in the developed nations however there is an overarching worry about the achievement and appropriation of these services in the developing nations. The main objective of this study is to investigate the citizen’s trust on the e-services offered by National Database and Registration Authority (NADRA) which is an administration organization working under the service of Interior ministry in Pakistan. This study inferred particular research model from the refreshed Information System previous success model which was developed by DeLone and McLean, 1992 & 2003. Utilizing the determined model, this study hub around administration point of view on the impact of NADRA framework, data and service quality on clients’ trust and consequently how the citizens’ trust is useful to make an e-government application of NADRA sector useful in Pakistan. The main findings show that larger number of clients or citizens is satisfied with the e-services of NADARA in Pakistan and most of the activities assume a fundamental part for the utilization of the application process of NADRA sector. Furthermore, the results also demonstrated that information quality, system quality, service quality and net benefits received from NADRA of Pakistan also plays an imperative role in the trust of citizens. Keywords: NADRA of Pakistan, E-government services, Citizens Trust, Satisfaction, Information System Model DOI: 10.7176/EJBM/12-18-15 Publication date: June 30th 2020

Highlights

In the era of Information System (IS), e-government is an emerging field that focuses on the utilization of Information and Communication Technology (ICT) for the provision and delivering of public services through electronic means by the public administration (Taipale, 2013)
Blind (2007) contended that because of e-government activities the procedures in the administration divisions wind up noticeably straightforward and the component of defilement decreases as well these elements adds to the client trust
The prime objective of our first research question we needed to explore that, is there any connection between the utilization of an e-government activity and the trust of the clients? The answer of the question is satisfactory and most of the clients were settled upon the way that the use of any activity taken by National Database and Registration Authority (NADRA) in Pakistan to end up noticeably by the subjects relies on the trust of its natives in the administration of NADRA

Summary

Introduction

In the era of Information System (IS), e-government is an emerging field that focuses on the utilization of Information and Communication Technology (ICT) for the provision and delivering of public services through electronic means by the public administration (Taipale, 2013). E-Government can be attributed to the utilization of Information Technology (IT) by the administration offices, for example, Mobile Computing, the Internet, and Wide Area Networks that can exchange relations with organizations, different governments, and public. The fore mentioned technologies will have the capacity to serve a wide of tasks, to be specific, nationals' awareness through information and data access, upgraded conveyance of public facilities and services to residents, more skillful administration, or enhanced cooperation with organizations and businesses (Almarabeh & Abu, 2011). In basic leadership forms are concentrated, association in frameworks, idleness prompting troubles in public sector, the nonexistence of solid ICT foundation and management and inconvenient diffusion of data and information (Susanto & Aljoza, 2015)

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