A STUDY OF CUSTOMERS’ TRUSTING BELIEFS IN GOVERNMENT-TO-CUSTOMER ONLINE SERVICES

Jin Kyu Lee; H. Raghav Rao

A STUDY OF CUSTOMERS’ TRUSTING BELIEFS IN GOVERNMENT-TO-CUSTOMER ONLINE SERVICES

Jin Kyu Lee
, H. Raghav Rao

Management Science and Systems

SUNY Buffalo

Research output: Contribution to conference › Paper › peer-review

16 Scopus citations

Abstract

This study examines online transaction web sites of the US government and provides an understanding on the effect of government authority on customers’ perception of trust in G2C online services. Though government web sites are expected to have advantages over private organizations in public reputation and trust, our preliminary study shows that this may not always be true. In this study, government authority as an antecedent of trust and transaction intention is empirically tested, and other factors that might affect the advantage of authority in government sites are explored. We build on previous trust and information assurance research, and present research hypotheses for further development.

Original language	English
Pages	821-826
Number of pages	6
State	Published - 2003
Event	9th Americas Conference on Information Systems, AMCIS 2003 - Tampa, United States Duration: Aug 4 2003 → Aug 6 2003

Conference

Conference	9th Americas Conference on Information Systems, AMCIS 2003
Country/Territory	United States
City	Tampa
Period	08/4/03 → 08/6/03

Keywords

authority
E-government
G2C
information assurance
initial trust
online services
structural assurance
transaction intentions
trusting beliefs

Cite this

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title = "A STUDY OF CUSTOMERS{\textquoteright} TRUSTING BELIEFS IN GOVERNMENT-TO-CUSTOMER ONLINE SERVICES",

abstract = "This study examines online transaction web sites of the US government and provides an understanding on the effect of government authority on customers{\textquoteright} perception of trust in G2C online services. Though government web sites are expected to have advantages over private organizations in public reputation and trust, our preliminary study shows that this may not always be true. In this study, government authority as an antecedent of trust and transaction intention is empirically tested, and other factors that might affect the advantage of authority in government sites are explored. We build on previous trust and information assurance research, and present research hypotheses for further development.",

keywords = "authority, E-government, G2C, information assurance, initial trust, online services, structural assurance, transaction intentions, trusting beliefs",

author = "Lee, \{Jin Kyu\} and Rao, \{H. Raghav\}",

note = "Publisher Copyright: {\textcopyright} 2003, Association for Information Systems. All rights reserved.; 9th Americas Conference on Information Systems, AMCIS 2003 ; Conference date: 04-08-2003 Through 06-08-2003",

year = "2003",

language = "English",

pages = "821--826",

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T1 - A STUDY OF CUSTOMERS’ TRUSTING BELIEFS IN GOVERNMENT-TO-CUSTOMER ONLINE SERVICES

AU - Lee, Jin Kyu

AU - Rao, H. Raghav

PY - 2003

Y1 - 2003

N2 - This study examines online transaction web sites of the US government and provides an understanding on the effect of government authority on customers’ perception of trust in G2C online services. Though government web sites are expected to have advantages over private organizations in public reputation and trust, our preliminary study shows that this may not always be true. In this study, government authority as an antecedent of trust and transaction intention is empirically tested, and other factors that might affect the advantage of authority in government sites are explored. We build on previous trust and information assurance research, and present research hypotheses for further development.

AB - This study examines online transaction web sites of the US government and provides an understanding on the effect of government authority on customers’ perception of trust in G2C online services. Though government web sites are expected to have advantages over private organizations in public reputation and trust, our preliminary study shows that this may not always be true. In this study, government authority as an antecedent of trust and transaction intention is empirically tested, and other factors that might affect the advantage of authority in government sites are explored. We build on previous trust and information assurance research, and present research hypotheses for further development.

KW - authority

KW - E-government

KW - G2C

KW - information assurance

KW - initial trust

KW - online services

KW - structural assurance

KW - transaction intentions

KW - trusting beliefs

UR - https://www.scopus.com/pages/publications/84900268507

M3 - Paper

AN - SCOPUS:84900268507

SP - 821

EP - 826

T2 - 9th Americas Conference on Information Systems, AMCIS 2003

Y2 - 4 August 2003 through 6 August 2003

ER -

A STUDY OF CUSTOMERS’ TRUSTING BELIEFS IN GOVERNMENT-TO-CUSTOMER ONLINE SERVICES

Abstract

Conference

Keywords

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