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- W2294671587 abstract "This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose that the means of uncertainty reduction, information quality characteristics, and channel characteristics are interrelated factors that jointly influence citizens’ intentions to use e-government. We tested our model with 4,430 Hong Kong citizens’ reactions to two e-government services: government websites and online appointment booking. Our results show that the information quality and channel characteristics predict citizens’ intentions to use e-government. Furthermore, transparency and trust mediate as well as moderate the effects of information quality and channel characteristics on intentions. A follow-up survey found that citizens’ intentions predict use and ultimately, citizens’ satisfaction." @default.
- W2294671587 created "2016-06-24" @default.
- W2294671587 creator A5006784495 @default.
- W2294671587 creator A5010981460 @default.
- W2294671587 creator A5029030721 @default.
- W2294671587 creator A5090618401 @default.
- W2294671587 date "2016-03-01" @default.
- W2294671587 modified "2023-09-30" @default.
- W2294671587 title "Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust" @default.
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