Rebuilding public trust in government administrations through e-government actions

Belanche, Daniel (Universidad de Zaragoza) ; Casaló, Luis V. (Universidad de Zaragoza)

Resumen: Citizen trust in the public administration has been reduced worldwide due to recent events such as the current economic situation, corruption cases or disclosure of classified information. This work analyzes whether e-government related actions could be strategically employed to increase citizen trust in the public administration. This research confirms that perceived quality of public e-services has a positive effect on trust in the public administration. In turn, public administration communication (i.e., campaigns to promote the benefits and use of e-government) only influence trust in the public administration for citizens with a favorable attitude towards e-government. These results have interesting implications suggesting in which ways public administration should invest their limited resources in order to recover the levels of citizen trust.

Idioma: Español

DOI: 10.1016/j.reimke.2014.07.001

Año: 2015

Publicado en: Revista española de investigación de marketing ESIC 19, 1 (2015), 1-11
ISSN: 1138-1442

Financiación: info:eu-repo/grantAgreement/ES/MEC/AP2007-03817

Tipo y forma: Article (Published version)

Área (Departamento): Comercialización e Investigación de Mercados (Departamento de Dirección de Marketing e Investigación de Mercados)