Title: A comprehensive model for examining multi-dimensional users' trust of m-government services

Authors: Ayman N. Alkhaldi

Addresses: Department of Management Information Systems, Community College, University of Ha'il, Ha'il, 81451, Kingdom of Saudi Arabia

Abstract: Though the literature has identified that trust construct is the entrance to e-government adoption, previous studies have measured the effect of trust using general sub-dimensions, which leads to generalised results. However, trust is a wide-ranging concept and warrants conceptualisation as a multi-dimensional factor and the primary indicator of a user's perception in online transactions. Therefore, this research proposes a multi-dimensional trust model to better understand the possible determinants associated with the concept of trust in users' intention to use m-government services. This study utilised Structural equation modelling using AMOS software. The results distinguish between trust sub-dimensions and show that users trust governmental capabilities, trust information quality, and trust mobile phones capabilities can increase their intention to use m-government services, but not users' trust in the government's involvement, trust m-government systems, trust personal technical literacy; nor help desk service quality. Users trusting m-government systems can decrease their perception of risk.

Keywords: comprehensive model; multi-dimensional; trust; m-government; e-government; mobile services; perception of risk; online transactions; intention to use; developing countries; adoption.

DOI: 10.1504/IJEG.2022.125892

International Journal of Electronic Governance, 2022 Vol.14 No.3, pp.309 - 338

Received: 22 Feb 2020
Accepted: 28 Apr 2021
Published online: 03 Oct 2022 *

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