A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
109
A REVIEW ON ANTECEDENTS OF CITIZEN’S TRUST IN GOVERNMENT
SOCIAL MEDIA SERVICES
Sohrab Khan
Advanced Informatics School, Universiti Teknologi Malaysia, Kuala Lumpur,
(Malaysia)
E-mail: meersohrab@gmail.com
Nor Zairah Ab. Rahim
Advanced Informatics School, Universiti Teknologi Malaysia, Kuala Lumpur,
(Malaysia)
E-mail: nzairah@utm.my
Nurazean Maarop
Advanced Informatics School, Universiti Teknologi Malaysia, Kuala Lumpur,
(Malaysia)
E-mail: nurazeanmaarop@gmail.com
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
110
ABSTRACT
In recent years, social media has been accepted as a practice of e-government services
across the world. Unlike static government websites, social media is an interactive
communication platform that helps government organizations to improve their
relationship with citizens through participation and engagement. However potential
values of social media cannot be displayed without addressing citizen’s acceptance and
their trust to participate in government social media services. Majority of previous studies
on the relationship of trust between government and public are conducted on static
government websites using general technological characteristics. This paper provides a
comprehensive literature review of the relevant articles to explore multiple antecedents
or factors of citizen’s trust with a major consideration in using social media as a
technology platform for e-government services. A model is proposed that identifies
individual characteristics, government factors, risk factors and social media
characteristics as multiple antecedents of citizen’s trust in government social media
services.
KEYWORDS
Antecedents of trust; e-government; government social media; citizen’s trust, factors.
1. INTRODUCTION
E-government is the employment of information and communication technologies
(ICTs) by government to provide services to citizens, business partners and different
government offices [1]. The goal of e-government is to enrich government online services
and their quality of interactions with citizens and businesses partners through good
quality services and systems. According to Khan [2] investment in e-government, also
known as Government 1.0, has enabled government organizations to be more
transparent, effective, and efficient than early traditional service delivery mechanisms.
In recent years the development of e-government services has migrated from static
websites to social media, which is considered as part of Web 2.0 platform [3]. As stated by
Hao, Zheng and Zeng [4], the benefits of social media are not limited only to individuals
and private sectors organizations. Social media also provides unique opportunities for
government organizations to make effective use of it to provide services to citizen’s as per
their desire and needs. Government organizations in different countries have started
using social media to build closer ties with citizens and increase their participation in
government services [5, 6]. The statistics show that the usage of social media by
governments across the world is increasing rapidly with the number more than three
times from 2010 to 2012 and with another 50 per cent rise in 2014 [7]. Social media is
regarded as an influential tool to activate citizen-government engagement. It facilitates
online communication and relationship building between government and citizens
through information sharing and non-discriminative participation [8]. Social media has
the capability to increase legitimacy of government organizations through
communication and coordination between multiple stakeholders. Government
organizations can integrate the information obtained from citizens into policy making
and thus increase transparency through information sharing and collaboration with
public to reach solutions for government problems. The citizens at the same time can get
the opportunity to communicate and express their opinions on government policies and
quality of services in real time environment [6]. The government use of social media is
supported to strengthen citizen’s interactivity [9], increase government transparency [10]
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
111
and perception of trustworthiness [11]. However, the efforts of governments and the
potential value of government social media services cannot be displayed without
addressing citizens willingness and their trust to participate in these services [4, 8].
Several studies have been conducted to investigate the relationship of trust between
people and government [1, 12]. Bélanger and Carter [13] identified trust as a significant
predictor of citizen’s intention to use an e-government service. Similarly, Abu-Shanab
[14], mentioned that the gate to e- government adoption is trust. This was supported by
Chen, Jubilado, Capistrano and Yen [15] by highlighting trust as an essential
determinants for e-government adoption. Though previous studies have reflected trust
as the most significant dimension to influence citizens behavior towards e-government
adoption. However, majority of those studies are limited on e-government websites using
internet as a technology to provide e-government services. In addition, majority of them
have addressed partial issues with limited consideration only about trust in internet and
trust in government. Very little attention has been paid on citizen’s trust perspective in
online government services [12]. On the contrary there is very little research on using
social media as a technology in government organizations[4]. Despite of increased
popularity in using social media by governments across the world, its acceptance among
citizen’s is still a serious issue and has not gained much attention in previous studies [16].
Prior studies have identified trust as a significant factor in using social media or social
networking sites at user level [17] and firm level [18] but have failed to cover multiple
perspective of citizen’s trust in context of using government social media services. Some
studies have also investigated the relationship of social media with interactivity [4],
participation [4] and to increase citizen’s trust on institutions and their services [5, 9].
However, the major contributors or factors of citizen’s trust to participate in government
social media services are still unexplored.
Trust is a major concern that develops citizens acceptance to participate with government
and use its online services [19, 20]. Al-Khouri [21] mentioned about the need to develop
citizen’s trust if their acceptance and participation in e-government services are to be
promoted. Therefore, this can be argued that citizen’s trust on government social media
services must be developed a way before they start using these services. It is important to
explore the major contributors to develop citizen’s trust to gain an understanding about
their behavior towards government social media services. The objective of this paper is
to identify those factors, which can influence citizen’s trust to participate in government
social media services. This paper contributes in literature by exploring antecedents of
citizen’s trust from multiple dimensions with a major focus in using social media as a
technology for electronic government services. The identified factors are categorized,
and an integrated model is proposed to provide a comprehensive understanding of
different trust dimensions. The findings of this paper can help government organizations
to better understand citizen’s needs and design their policies accordingly to increase
citizen’s trust and participation in government social media services.
2. METHODOLOGY
A literature review was conducted on citizen’s trust perspectives and their participation
in e-government and social networking services. The search was carried out through
seven electronic databases: that are ACM, Science Direct, IEEE, Scopus, Springer link,
Taylors and Francis and Google Scholar. These databases were chosen as they provide
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
112
the most important and high impact full-text journals and conference proceedings,
covering the fields of e-government, social media, social networking sites and
government social media services. The Keywords were chosen in respect of factors
Influencing Citizens Trust which include: “Trust”, “Citizens Trust”, “E government”,
“Factors”, “Government social media”, “social networking services”. The resulted articles
were thoroughly analyzed to extract most relevant articles meeting the research needs of
this paper to identify antecedents of trust in government social media. Initially 291
articles were identified through database searches. The duplicate studies, short papers
and the articles related with e-government or social media implementation, challenges,
strategies and showing government organizations perspective were not included in this
paper. Thus, 32 articles were selected which were more relevant about trust factors
influencing citizen’s behavior. In addition, reference lists of selected articles were scanned
to identify any further relevant articles that were not found in the initial search. As a
result, total number of 36 articles were found relevant to identify trust factors in context
of government social media services.
3. THEORETICAL FOUNDATION AND RELATED STUDIES ON ANTECEDENTS
OF TRUST
The field of Information systems and Technology has always attracted researchers’
interest to investigate the theories and models that have the power in predicting and
explaining behavior. To provide a solid theoretical basis for selecting influential trust
factors in government social media services, this paper integrates two important streams
of literature. First is the Technology acceptance model (TAM) [22], which is an
adaptation of Theory of reasoned action (TRA) [23] and secondly, the literature on
multiple dimensions of citizen’s trust [12-14, 24].
TAM is one of the most popular research model that was developed to predict behaviour
in IT usage [3]. TAM seeks to conceptually understand and explain an individual’s
intention about IT system usage, based on two perceptions. The first is the user’s
perception regarding whether it will help his or her performance of relevant tasks. This
is referred to as perceived usefulness (PU). The second perception is the user’s
perception regarding the effort required to use a system. This is referred to as perceived
ease of use (PEOU). Both these perceptions about the technology are said to shape the
intention to use, which in turn shapes the actual use of the technology. The value of
TAM in context of e-government [12, 25] and social networks [3] has been consistently
important. TAM is considered as most successful adoption model as per the number of
studies on online behavior relying on TAM and its high explanatory power [26]. TAM as
a standalone model might not sufficiently explain the intention and use of the technology
but has the flexibility to be extended and adapted to different features by integrating
additional constructs from other models and cognitive studies [26]. TAM is considered
as one of the best frameworks to understand technology adoptions and this can be
extended or adapted easily to different features in many diverse situations [26]. The
connections between trust and TAM has been discussed in previous literature showing a
significant relationship of PEOU (perceived ease of use) and PU (perceived usefulness)
with trust in different contexts of online environments [27]. This paper contributes to
integrate antecedents of trust with TAM in context of government social media services
which is a new practice of e-government services. This paper will determine how multiple
dimensions of citizen’s trust integrated with TAM can affect citizen’s intention to
participate in government social media services.
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
113
Trust refers to the willingness of one party to become vulnerable to others based on their
characteristics [28, 29]. Trust has been studied in various disciplines including
psychology, sociology, computer science, business and organizational sciences. In each
field Trust, has been interpreted differently, which causes complexity in defining trust.
Because of its multidimensional nature trust has attracted attention from multiple
perspectives and thus there are various definitions of trust in literature [24]. The
literature shows that majority of previous studies have viewed technology and
government factors as important antecedents of trust in using online government
services [30-32]. For instance, Wang and Lu [32] stated that trust in government and
trust in internet are main factors that determine citizen trust on e-government. This was
supported by Chen, et al. [15] in their study by identifying trust in technology and trust
in government as essential factors influencing trust in e-government websites. There are
very few studies that have addressed multiple perspectives of citizen’s trust in using
government services [12, 14]. One of the study was conducted by Beldad, Geest, Jong
and Steehouder [33] who categorized trust in online environment into three dimensions:
which are Internet user based, Organization based and Web based determinants of trust
in online environment. In a recent article Alzahrani, et al. [12] carried out a systematic
literature review on citizens trust aspects and categorized them as technology factors,
government factors, risk factors and citizen’s characteristics. Beside technological and
government factors they highlighted the consideration of risk related factors and
psychological aspects of individuals in determining their trust towards e-government
services. However, their study was limited on e-government websites considering general
technological characteristics.
The context of this paper is on government social media services with a focus on social
media characteristics instead of focusing on technology characteristics in general. In this
study, social media is being used as a technology platform to provide government
services, contrary to the previous studies where Internet was used as a tool to provide
services from static government websites [12, 14, 15]. Based on the study of Alzahrani, et
al. [12] the trust factors are categorized in to multiple dimensions which are individual
characteristics, government factors, risk factors and social media characteristics. These
factors are discussed and a summary is presented in this section:
3.1. Individual characteristics
The citizen’s aspects (trustor) and their beliefs regarding other party influence trust [12,
33]. Many researchers have highlighted propensity or disposition of trust as an important
contributors towards trust in e-government [11-13, 34]. Colquitt, Scott and LePine [35]
stated that disposition to trust is a personality-based trust which plays a key role in
shaping trust even in the presence of trustworthiness information. Disposition of trust
refers the general tendency to trust others. It represents the willingness of individuals to
engage in a trusting relationship with others based on their own beliefs. This factor differs
among individuals based on their personality, experiences and cultural values [36]. The
importance of disposition to trust was also validated by Colesca [24] in context of citizens
trust in e-government services. According to Bélanger and Carter [13], some people tend
to trust on other things or online entities even without having much information about
them, whereas some require great deal on information to place their trust on any target.
So, high level of disposition of trust increases trust and low level of disposition to trust
decreases trust. This is especially important in initial phases of building relationships [13].
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
114
Using social media services in government organizations is still in its infancy, thus
disposition of trust can have some impact on citizen’s trust on these services. Hence this
paper also considers disposition to trust as a significant factor in context of using
government social media services.
3.2. Government factors
Citizen-Government relationship plays a central role in forming trust towards adoption
of government services [37]. Many researchers agree that trust in government and its
institutions is a very significant dimension leading to the successful adoption of
government services [12, 19, 38]. Previous literature has interpreted trust in three sub
dimensions: Ability, integrity and benevolence. Ability refers to the skills and
competencies of government organizations to influence different stakeholders within
some domain. Benevolence represents the extent to which a trustee (government
organizations) was to do good for the trustor (citizens) apart from any motive of benefits
or profits. Integrity represents the extent to which citizens believe that government
organizations will adhere to a set of rules or principles which may include their
truthfulness, promise fulfilment and justice [35]. Gefen, Karahanna and Straub [39]
stated that these beliefs can generate trust in individuals in which they do not feel
vulnerable toward risk in online environment with government organizations. Similarly,
Scherer and Wimmer [34] and Bélanger and Carter [13] also mentioned Ability,
Benevolence and Integrity as significant factors of perceived trustworthiness. Thus,
based on the above discussion these government factors should directly affect citizen’s
trust in using government social media services.
3.3. Risk factors
Risk may be described as a fear of losing personal information and fear of being
monitored on the Internet [38]. A strong correlation between risk and trust has been
identified in previous studies of trust relationship on online government and social
networking services [12]. Two important technological risks have been found more
important in context of online services which are security and privacy [12]. Privacy risk
relates to the loss of control over personal information whereas, security is related with
unauthorized access to individual’s personal data is using government social media
services. Ayyash, Ahmad and Singh [40] indicated the positive influence of both security
and privacy in context of e-government services. Similarly, Ranaweera [25] also found a
positive relationship between perceived security and perceived privacy on citizens trust
in e-government services. This means that the more users perceived their security and
privacy in using government social media services, the more they tend to trust in using
these services. Using social media for government services is a new phenomenon and
citizens might feel concerns in using this technology to use government services.
Therefore, this paper also considers these technological risks, which are security and
privacy as an antecedent of trust in using government social media services.
3.4. Social media characteristics
Social media is used as a technology platform in context of government social media
services. According to Beldad, et al. [33] characteristics of any technology influence
citizens trust in using that technology. Similarly, Park, et al. [8] mentioned that citizen’s
trust towards the government can increase if the government understands the
characteristics of social media and then utilize them appropriately. Therefore, it’s
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
115
important to identify those technological characteristics which may influence citizens
trust in using government social media services.
Structural assurance leads to Institution based trust [28], which ensures that there is
existing support (legal, contractual or physical) to use a technology. This relates positively
in generating trust towards any specific technology. According to McKnight, et al. [29]
structural assurance reflects that account and privacy settings and policies are designed
and in place in the technology to keep user’s information safe. Structural assurance
promotes confidence because users believe that there are policies and mechanism in place
to keep their critical information safe from unauthorized access. This helps in addressing
user’s concerns regarding protection form uncertainties in using a technology [29]. The
importance of structural assurance and its relationship with trust has been validated in
different domain of online services [29, 39]. In context of government social media,
government organizations post a lot of information about their services and other
activities so there might be a need of structural assurance to attract a good number of
citizens to participate.
Previous research has indicated that information quality has a significant impact on
citizens trust. For instance, Lee and Lei [41] stated that citizen’s perception about
usefulness of e-government service is related in terms to access their required
information more effectively than traditional ways. Similarly, authors like Nicolaou and
McKnight [42], Park, et al. [8] and Weerakkody, Irani, Lee, Hindi and Osman [43] stated
good quality information as a significant antecedent to generate trust. The results of
previous studies have found that if the e-government website provides accurate and
timely information, users tend to use that technology for government services. According
to Ayyash, et al. [40], a good information quality information (timely, up to date,
comprehensive, relevant) will develop citizens trust to use e-government services. There
are variety of information on social networking services generated by multiple users.
Thus, it can be argued that reliable, relevant and timely information can affect citizen’s
trust and can be considered as antecedents of trust in government social media services.
Perceived ease of use and perceived usefulness are two main constructs in the
Technology acceptance model (TAM). In this study perceived ease of use is described as
the degree to which citizen’s feel that using government social media services is easy to
use and free from efforts. Perceived usefulness in this study represents the degree to
which citizen’s believe that using government social media services is better and more
effective than traditional ways or using static e-government websites for getting
government information and services [44]. Davis [22] stated that both of these
perceptions shape the intention to use, which in turn shapes the actual use of the
technology. Previous studies have found a positive relationship of perceived ease of use
and perceived usefulness towards citizens trust [26, 40]. For instance, Hassanein and
Head [44] identified perceived ease of use and perceived usefulness as important
determinants of online trust. Similarly, Alsaghier and Hussain [23] also validated a
positive relationship of perceived ease of use and perceived usefulness with trust in e-
government websites. This paper also considers both perceived ease of use and perceived
usefulness as antecedents of citizens trust in context of using government social media
services. In addition, based on previous studies using TAM, this paper also considers a
direct effect of both components (perceived ease of use and perceived usefulness) with
citizens intention to participate in context of government social media services.
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
116
Based on the above discussion, this paper identifies Individual characteristics,
government factors, perceived risk and social media characteristics as antecedents of trust
in government social media services. The findings illustrated from above discussion are
summarized in Table 1.
Table 1. Factors influencing citizen’s trust in government social media services.
Antecedents of Trust
Constructs
Sources
Individual characteristics
Disposition to Trust
[13, 23, 24, 35, 36,
39]
Government factors
Ability
[29, 35, 45, 46]
Benevolence
[29, 35, 45, 46]
Integrity
[29, 35, 45, 46]
Risk factors
Security risk
[14, 25, 40, 47]
Privacy risk
[14, 25, 40, 47]
Social media
characteristics
Information quality
[14, 25, 40, 43]
Structural assurances
[29, 39, 48]
Perceived Ease of Use
[23, 26, 39, 40, 44]
Perceived Usefulness
[23, 40, 44]
4. PROPOSED RESEARCH MODEL
An integrated model has been developed based on the relevant literature about trust
factors in e-government adoption, social networking sites and related studies about
government social media services. The model illustrated in Figure 1 provides a holistic
view of citizen’s trust factors in government social media services from multiple
dimensions. These are Individual characteristics, Government factors, Risk factors and
Social media characteristics, identified as antecedents of trust in government social
media. Both TAM constructs i.e. Perceived ease of use and Perceived usefulness directly
influence trust in government social media services and are directly related towards
Intention to participate in these services. Furthermore, this study also contributes to
examine the influence of trust on citizen’s intention to participate in government social
media services. The literature has illustrated a positive connection between trust and
citizens intention to adopt a technology. The findings from the study of Alsaghier and
Hussain [23] show a significant positive effect of trust in e- government service on citizen’s
intention to use these services. Similarly, the study conducted by Abu-Shanab [14] also
found a significant relationship of trust on citizen’s intention to adopt e-government
services. Moreover, Scherer and Wimmer [34] claimed that social trust in e-participation
positively affects citizen’s usage intention. They argued that citizens are more likely to
engage in e-participation activities if they trust their governments to take their opinions
into consideration. The lack of trust will discourage their level of e-participation.
Furthermore, Alharbi, et al. [30] also found that trust in government, internet and social
trust factors had a significant effect on Saudi citizens’ intention to engage in e-
participation on e-government websites. Based on the above discussion this can be
argued that developing trust is an essential requirement to shape citizens behaviour is
using e-government services. Therefore, this paper presents trust as a significant
predictor towards citizen’s intentions to participate in government social media services.
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
117
Figure 1. Antecedents of Trust in government social media services.
5. CONCLUSIONS, CONTRIBUTIONS AND LIMITATION
Government social media has been accepted as a practice of e-government services across
the world. While majority of prior research was conducted on e-government websites
with limited focus only on technology and government factors, this paper contributes to
explore the factors influencing citizen’s trust in government social media from multiple
dimensions. This paper identifies four factors that are citizen’s characteristics,
government factors, risk factors and social media characteristics, as antecedents of
citizen’s trust in government social media. This paper further presents the impact of
citizens trust towards their intention to participate in government social media services.
The antecedents of citizen’s trust in government social media services must be
investigated to enable government organizations to enhance their abilities to devise
policies and strategies based on citizen’s needs and their willingness to participate in
government social media services. This paper aims to contribute at both a theoretical and
empirical level towards an improved understanding of using social media in the
government context. The antecedents in the proposed model are derived from previous
empirical evidences and theories. This makes the proposed model more reliable and
viable that creates a basis upon which studies may be conducted to identify citizen’s trust
factors with different samples of different nations for making assessment and
comparisons from the collected data.
There are some limitations in this paper. The first limitation of this paper is its restriction
to focus only on citizen’s trust perspective towards government social media services. This
paper does not cover government organizations, policy maker’s perspective regarding
Integrity
Benevolence
Ability
Security risk
Privacy risk
Structural Assurances
Information quality
Perceived Ease of Use
Individual Characteristics
Government Factors
Risk Factors
Social media Characteristics
Trust in Government
Social media services
Intention to participate
Antecedents of Trust
H 1
H 3
H 4
H 2
H 5
H 6
H7
H 8
H 9
H 10
H 13
Perceived Usefulness
H 11
H 12
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
118
their social media plans, strategies or any other associated challenges in social media
implementation and maintenance issues. In addition, the relationships between various
trust antecedents with each other is also not covered in this study.
6. REFERENCES
[1] P. B. Shah and N. Lim, Using Social Media to Increase E-Government Adoption in
Developing Countries, Proceedings of the 5th International Conference on Theory
and Practice of Electronic Governance, ICEGOV '11, (2011), Tallin, Estonia.
[2] G. F. Khan, The Government 2.0 utilization model and implementation scenarios,
Information Development, vol. 31, no. 2, pp. 135-149, (2015).
[3] J. W. F. Leung, Social media in e Government, An empirical study of adoption factors
and consequences, The Univeristy of Newcastle Australia, (2014).
[4] X. Hao, D. Zheng, and Q. Zeng, How to strenghthen social media interactivity of e-
government, Online Information Review, Emerald Group Publishing Limited, vol. 40,
no. 1, pp. 79-96, (2016).
[5] H. Hong, Government websites and social media's influence on government-public
relationships, Public Relations Review, vol. 39, no. 4, pp. 346-356, (2013).
[6] M. J. Park, D. Kang, J. J. Rho, and D. H. Lee, Policy role of social media in developing
public trust: Twitter communication with government leaders, Public Management
Review, vol. 18, no. 9, pp. 1265-1288, (2016).
[7] UN, United Nations E Government Survey: E-Government for the Future we want.
Department of Economic and Social Affairs, New York, 2014.
[8] J. M. Park, H. Choi, K. S. Kim, and J. J. Rho, Trust in government’s social media service
and citizen’s patronage behavior, Telematics and Informatics, vol. 32, pp. 629-641,
(2015).
[9] A. M. Warren, A. Sulaiman, and N. I. Jaafar, Social media effects on fostering online
civic engagement and building citizen trust and trust in institutions, Government
Information Quarterly, vol. 31, no. 2, pp. 291-301, (2014).
[10] C. Song and J. Lee, Citizens’ Use of Social Media in Government, Perceived
Transparency, and Trust in Government, Public Performance & Management Review,
vol. 39, no. 2, pp. 430-453, (2016).
[11] G. A. Porumbescu, Comparing the Effects of E-Government and Social Media Use on
Trust in Government: Evidence from Seoul, South Korea, Public Management Review,
vol. 18, no. 9, pp. 1308-1334, (2016).
[12] L. Alzahrani, W. Al-Karaghouli, and V. Weerakkody, Analysing the critical factors
influencing trust in e-government adoption from citizens’ perspective: A systematic
review and a conceptual framework, International Business Review, vol. 26, no. 1, pp.
164-175, (2017).
[13] F. Bélanger and L. Carter, Trust and risk in e-government adoption, The Journal of
Strategic Information Systems, vol. 17, no. 2, pp. 165-176, (2008).
[14] E. Abu-Shanab, Antecedents of trust in e-government services: An empirical test in
Jordan, Transforming Government: People, Process and Policy, Article vol. 8, no. 4,
pp. 480-499, (2014).
[15] J. V. Chen, R. J. M. Jubilado, E. P. S. Capistrano, and D. C. Yen, Factors affecting
online tax filing – An application of the IS Success Model and trust theory, Computers
in Human Behavior, vol. 43, pp. 251-262, (2015).
[16] A. Alarabiat, Electronic Participation Through Social Media: Citizens' Adoption Factors
at Local Government Level, Proceedings of the 9th International Conference on
Theory and Practice of Electronic Governance, (2016), pp. 424-427: ACM.
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
119
[17] R. M. ALotaibi, M. Ramachandran, A.-L. Kor, and A. Hosseinian-Far, Factors Affecting
Citizens’ use of Social Media to Communicate with the Government: a Proposed Model,
Electronic Journal of e-Government, vol. 14, no. 1, (2016).
[18] F. Parveen, N. I. Jaafar, and A. Sulaiman, Role of Social Media on Information
Accessibility, 19th Pacific Asia conference on Information Systems (PACIS), (2015).
[19] P. Franks and M. Driskill, Building Trust in Government through Social Media: An
InterPARES Trust Research Project, European conference on Social media, (2014),
University of Brighton, UK.
[20] S. A. Mousavi and E. Pimenidis, Social Media Applications in e-Government: A Risk
Assessment Approach, 14th European Conference on eGovernment, (2014), Romania.
[21] A. M. Al-Khouri, E-government in Arab countries: A 6-staged roadmap to develop the
public sector, Journal of management and Strategy, vol. 4, no. 1, p. 80, (2013).
[22] F. D. Davis, Perceived usefulness, perceived ease of use, and user acceptance of
information technology, MIS quarterly, pp. 319-340, (1989).
[23] H. Alsaghier and R. Hussain, Conceptualization of trust in the e-government context:
A qualitative analysis, in Active Citizen Participation in E-Government: A Global
Perspective IGI Global, (2012).
[24] S. E. Colesca, Understanding trust in e-government, Engineering Economics, vol. 63,
no. 4, (2009).
[25] H. M. B. P. Ranaweera, Perspective of trust towards e-government initiatives in Sri
Lanka, SpringerPlus, journal article vol. 5, no. 1, p. 22, (2016).
[26] D. Belanche, L. V. Casaló, and C. Flavián, Integrating trust and personal values into
the Technology Acceptance Model: The case of e-government services adoption,
Cuadernos de Economía y Dirección de la Empresa, vol. 15, no. 4, pp. 192-204, (2012).
[27] I.-L. Wu and J.-L. Chen, An extension of Trust and TAM model with TPB in the initial
adoption of on-line tax: An empirical study, International Journal of Human-
Computer Studies, vol. 62, no. 6, pp. 784-808, (2005).
[28] D. H. Mcknight, M. Carter, J. B. Thatcher, and P. F. Clay, Trust in a specific
technology: An investigation of its components and measures, ACM Trans. Manage.
Inf. Syst., vol. 2, no. 2, pp. 1-25, (2011).
[29] D. H. McKnight, V. Choudhury, and C. Kacmar, Developing and validating trust
measures for e-commerce: An integrative typology, Information systems research, vol.
13, no. 3, pp. 334-359, (2002).
[30] A. Alharbi, K. Kang, and I. Hawryszkiewycz, The Influence of Trust and subjective
Norms on Citizens Intentions to Engage in E-participation on E-government Websites,
Australian Conference on Information Systems (2015), Adelaide.
[31] W. H. S. Alkhilani and H. Sulaiman, Identification of factors influencing G2C services
acceptance in developing countries, International Conference on Information
Technology and Multimedia (ICIMU), (2014), Putrajaya, Malaysia.
[32] T. Wang and Y. Lu, Determinants of Trust in E-Government, International
Conference on Computational Intelligence and Software Engineering (CiSE) (2010).
[33] A. Beldad, T. Geest, M. Jong, and M. Steehouder, A cue or two and I'll trust you:
Determinants of trust in government organizations in terms of their processing and
usage of citizens personal information disclosed online, Government information
Quarterly, (2012).
[34] S. Scherer and M. A. Wimmer, Conceptualising Trust in E-Participation Contexts,
presented at the International Conference on Electronic Participation, (2014),
[35] J. A. Colquitt, B. A. Scott, and J. A. LePine, Trust, trustworthiness, and trust propensity:
a meta-analytic test of their unique relationships with risk taking and job performance,
Journal of applied psychology, vol. 92, no. 4, p. 909, (2007).
A review on antecedents of citizen’s trust in government social media services
DOI: http://dx.doi.org/10.17993/3ctecno.2019.specialissue.10
120
[36] H. Kivijärvi, A. Leppänen, and P. Hallikainen, Technology Trust: From Antecedents
to Perceived Performance Effects, 46
th
International Conference on System Sciences
(HICSS), (2013), Hawaii.
[37] T. S. H. Teo, S. C. Srivastava, and L. Jiang, Trust and electronic government success:
An empirical study, (in English), Journal of Management Information Systems, Article
vol. 25, no. 3, pp. 99-131, (2009).
[38] M. Rehman, V. Esichaikul, and M. Kamal, Factors influencing e-government adoption
in Pakistan, Transforming Government: People, Process and Policy, vol. 6, no. 3, pp.
258-282, (2012).
[39] D. Gefen, E. Karahanna, and D. W. Straub, Trust and TAM in online shopping: an
integrated model, MIS quarterly, vol. 27, no. 1, pp. 51-90, (2003).
[40] M. M. Ayyash, K. Ahmad, and D. Singh, Investigating the effect of information systems
factors on trust in e-government initiative adoption in palestinian public sector,
Research Journal of Applied Sciences, Engineering and Technology, Article vol. 5, no.
15, pp. 3865-3875, (2013).
[41] C. B. P. Lee and U. L. E. Lei, Adoption of e-government services in Macao, 1st
international conference on Theory and practice of electronic governance, (2007),
Macao, China, 1328102.
[42] A. I. Nicolaou and D. H. McKnight, Perceived information quality in data exchanges:
Effects on risk, trust, and intention to use, Information systems research, vol. 17, no. 4,
pp. 332-351, (2006).
[43] V. Weerakkody, Z. Irani, H. Lee, N. Hindi, and I. Osman, Are U.K. Citizens Satisfied
With E-Government Services? Identifying and Testing Antecedents of Satisfaction,
Information Systems Management, vol. 33, no. 4, pp. 331-343, 2016/10/01 (2016).
[44] K. Hassanein and M. M. Head, The influence of product type on online trust, 17th
Bled Electronic Commerce Conference (2004), Slovenia.
[45] M. A. Fuller, M. A. Serva, and J. Baroudi, Clarifying the integration of trust and TAM
in e-commerce environments: implications for systems design and management, IEEE
Transactions on Engineering Management, vol. 57, no. 3, pp. 380-393, (2010).
[46] R. C. Mayer and J. H. Davis, The effect of the performance appraisal system on trust
for management: A field quasi-experiment, Journal of applied psychology, vol. 84, no.
1, p. 123, (1999).
[47] S. S. Alam, M. Ahmad, A. A. Khatibi, and M. N. Ahsan, Factors affecting trust in
publishing personal information in online social network: An empirical study of
Malaysia’s Klang Valley users, Geografia: Malaysian Journal of Society and Space, vol.
12, no. 2, pp. 132-143, (2016).
[48] R. Pennington, H. D. Wilcox, and V. Grover, The role of system trust in business-to-
consumer transactions, Journal of Management Information Systems, vol. 20, no. 3,
pp. 197-226, (2003).