Linking Citizen Satisfaction with E-Government and Trust in Government

This article asks how Internet use, citizen satisfaction withe-government, and citizen trust in government are interrelated.We first review the literature on trust and explore how radicalinformation technologies may work to alter the production ormaintenance of trust. We then develop hypotheses about how citizens'experience with e-government, satisfaction with e-governmentand government Web sites, and trust in government are interrelated.Moreover, the model for e-government and Web site satisfactionincorporates citizen perspectives on electronic transaction,transparency, and interactivity. Using data obtained from theCouncil on Excellence in Government, we then develop and testa two-stage multiple-equation model that simultaneously predictsexperience, satisfaction, and trust. Findings indicate thatgovernment Web site use is positively associated with e-governmentsatisfaction and Web site satisfaction and that e-governmentsatisfaction is positively associated with trust in government.We also find that while citizens are generally satisfied withthe electronic provision of information (transparency), thereis some dissatisfaction with the transaction and interactivityof Web sites. We conclude that electronic government strategies—transaction,transparency, and interactivity—are important factorsthat directly affect e-government satisfaction and indirectlyaffect trust. Individuals who use government Web sites are notonly critical consumers but also demanding citizens.