The effect of information quality on trust in e-government systems

Over the past decades, the citizen–government relationship has changed. Citizens transitioned from traditional communications to interactions through e-government systems. While e-government systems expenditures increased, citizens’ trust in e-government systems was a challenge. Moreover, although the role of information quality (IQ) as a contributor to trust in information systems (IS) received some attention, such role in e-government systems received limited attention. This two-phased study was designed to uncover citizens’ perceived IQ factors, and determine their influence on trust in e-government systems. A list of e-government’s IQ characteristics was developed and validated. Citizens were surveyed on their perceived importance level of IQ characteristics and trust in e-government systems. Exploratory factor analysis (EFA) based on 363 records obtained was used. Ordinal logistic regression (OLR) was used to formulate and test the predictive model. Results demonstrated two factors out of the three had a significant influence on trust. Results determined no significant gender differences.