Antecedents of trust using extended technology acceptance model for government social media services

In recent years, development of e-government services has expanded from static websites to social media. Unlike static e-government websites which are based on one-way interaction, social media is an interactive communication platform that helps to improve government public relationship through inte...

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Main Author:	Khan, Sohrab
Format:	Thesis
Language:	English
Published:	2019
Subjects:	JQ Political institutions Asia
Online Access:	http://eprints.utm.my/107066/1/ShorabKhanPFTIR2019.pdf
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id	my-utm-ep.107066
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spelling	my-utm-ep.1070662024-08-29T06:45:37Z Antecedents of trust using extended technology acceptance model for government social media services 2019 Khan, Sohrab JQ Political institutions Asia In recent years, development of e-government services has expanded from static websites to social media. Unlike static e-government websites which are based on one-way interaction, social media is an interactive communication platform that helps to improve government public relationship through interactive participation, engagement and collaboration. However, the potential values of social media-based e-government services cannot be displayed without addressing citizens’ trust to participate in these services. Trust has been mentioned as a significant factor in adoption of e-government services. However, there is a limited focus on how to generate citizens’ trust in e-government services from multiple dimensions. Furthermore, there is a lack of prior investigation on citizens’ trust factors in the context of using social media for e-government services. To address this problem, this study aims to identify the factors that can influence citizens’ trust leading towards their intention to participate on social media for e-government services. An integrated model was developed based on multiple dimensions of citizens’ trust which are: individual characteristics, government factors, risk factors and social media characteristics. The model reflects antecedents of citizens’ trust and its influence towards their intention to participate on social media for e-government services. In this study, the positivist research approach has been used and survey methodology has been adopted to collect responses from citizens in all four provinces of Pakistan. A total of 615 valid responses were obtained and analysed by using Structural Equation Modelling with the Partial Least Squares (PLS-SEM) approach. The findings revealed that disposition to trust, benevolence, perceived privacy, perceived security, information quality, structural assurances and perceived ease of use are the factors that were found to significantly influence trust. Whereas, uncertainty avoidance, ability and integrity were found to be insignificant factors. The identified factors in this study explain 59.5 % of the variance in trust to use social media for e-government services, showing a good explanatory power of the model. Thus, this study provides valuable findings towards the development of a model that has the potential to improve citizens’ trust and their willingness to use social media for e-government services in Pakistan. 2019 Thesis http://eprints.utm.my/107066/ http://eprints.utm.my/107066/1/ShorabKhanPFTIR2019.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:156420?site_name=GlobalView&query=Antecedents+of+trust+using+extended+technology+acceptance+model+for+government+social+media+services&queryType=vitalDismax phd doctoral Universiti Teknologi Malaysia Razak Faculty of Technology and Informatics
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	JQ Political institutions Asia
spellingShingle	JQ Political institutions Asia Khan, Sohrab Antecedents of trust using extended technology acceptance model for government social media services
description	In recent years, development of e-government services has expanded from static websites to social media. Unlike static e-government websites which are based on one-way interaction, social media is an interactive communication platform that helps to improve government public relationship through interactive participation, engagement and collaboration. However, the potential values of social media-based e-government services cannot be displayed without addressing citizens’ trust to participate in these services. Trust has been mentioned as a significant factor in adoption of e-government services. However, there is a limited focus on how to generate citizens’ trust in e-government services from multiple dimensions. Furthermore, there is a lack of prior investigation on citizens’ trust factors in the context of using social media for e-government services. To address this problem, this study aims to identify the factors that can influence citizens’ trust leading towards their intention to participate on social media for e-government services. An integrated model was developed based on multiple dimensions of citizens’ trust which are: individual characteristics, government factors, risk factors and social media characteristics. The model reflects antecedents of citizens’ trust and its influence towards their intention to participate on social media for e-government services. In this study, the positivist research approach has been used and survey methodology has been adopted to collect responses from citizens in all four provinces of Pakistan. A total of 615 valid responses were obtained and analysed by using Structural Equation Modelling with the Partial Least Squares (PLS-SEM) approach. The findings revealed that disposition to trust, benevolence, perceived privacy, perceived security, information quality, structural assurances and perceived ease of use are the factors that were found to significantly influence trust. Whereas, uncertainty avoidance, ability and integrity were found to be insignificant factors. The identified factors in this study explain 59.5 % of the variance in trust to use social media for e-government services, showing a good explanatory power of the model. Thus, this study provides valuable findings towards the development of a model that has the potential to improve citizens’ trust and their willingness to use social media for e-government services in Pakistan.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Khan, Sohrab
author_facet	Khan, Sohrab
author_sort	Khan, Sohrab
title	Antecedents of trust using extended technology acceptance model for government social media services
title_short	Antecedents of trust using extended technology acceptance model for government social media services
title_full	Antecedents of trust using extended technology acceptance model for government social media services
title_fullStr	Antecedents of trust using extended technology acceptance model for government social media services
title_full_unstemmed	Antecedents of trust using extended technology acceptance model for government social media services
title_sort	antecedents of trust using extended technology acceptance model for government social media services
granting_institution	Universiti Teknologi Malaysia
granting_department	Razak Faculty of Technology and Informatics
publishDate	2019
url	http://eprints.utm.my/107066/1/ShorabKhanPFTIR2019.pdf
_version_	1811772241867702272

Antecedents of trust using extended technology acceptance model for government social media services

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