Towards the Development of a Citizens’ Trust Model in Using Social Media for e-Government Services: The Context of Pakistan

Abstract

The recent evolvements in social media attracted governments around the world to utilize its benefits for providing e-government services and rebuild their relationship with citizens’ through participation and engagement. However, lack of citizens’ trust is still a serious concern that discourages them to participate in these services. Majority of previous studies on relationship with people and government were conducted on e-government websites. Very few studies have attempted to investigate citizens’ trust factors in context of using social media for e-government services particularly in a developing country like Pakistan. Therefore, this study is designed to bridge this gap by identifying such factors and propose a model from multiple perspectives of citizens trust. The proposed model will assist government organizations in understanding factors that may influence citizens trust to participate in social media for e-government services.