Research On The Influence Of Citizens' Trust In E-government System Success

With the development of Internet and information technology, more and more governments choose to provide citizens with online services, we call it the G2C(government to customer) e-government service, its service object is quite widespread, and the content is very rich, it is the main areas of electronic government development. Electronic government as the most important carrier for government to provide services to citizens is an important part of government information work. Citizens are the main users and participants of the system. Centered on citizens, meeting the needs of citizens is the biggest challenges faced in the process for the development of electronic government. Therefore, judging the effectiveness of the government e-government service from the perspective of citizen is very necessary.As a public good, E-government public service is totally difference from the E-commerce in nature. Although a large part of the theory for e-government is reference from the e-commerce, but its independent research is more necessary. Many documents have carried on the exploration of the factors affecting the successful e-government system, such as: citizens' demand, perceived usefulness, perceived risk, and so on. However, they generally ignore the characteristics of the e-government services as public goods. Therefore, this article paid more attention to the essential characteristic of e-government, and research two core issues from the citizenship behavior:(1) The importance of citizen trust and the citizen trust's element, citizen's trust impacts the success of e-government system;(2) the standards of judging e-government success. Which factors influence the successful of e-government system? How these factors' affect each other?According to the problems proposed in this paper, we explore the way on which citizen's trust influence the e-government system's success from the Angle of attribution theory. In the modeling part, we will use the basic model of trust and D&M information system success model, and combining those two models. The citizens' trust for e-government system can be divided into trust in government and trust in technology, which constitute the basic model of trust; At the same time, we use D&M information system success model to measure the success of e-government system. Finally, we use the attribution theory to connect trust and perceived quality. By doing so, we can constructs a more complete model of e-government system success.On the basis of constructing a model, we design a questionnaire for investigation.Selecting Xisai mountain district, huangshi city administrative service center as our questionnaire distribution site, and send the questionnaire to the citizens who come to service center and ask for service. Using Partial Least squares techniques(Partial further Square, PLS) to analyze the questionnaire data. Through the analysis, we can get the conclusion: citizens' trust has a great influence on the perceived quality, the higher the degree of trust, the stronger the perception of e-government service quality. At the same time, e-government service quality consists of three elements: information quality, system quality and service quality, they have positively influence the citizen's satisfaction of e-government system as a mediating variable. And citizen satisfaction can also be regarded as a mediating variable, which positively affects the citizens' continuous use of e-government system.Therefore, to make citizens better adapt to technological progress, and to make them adopt more e-government methods in the process of interaction with the government, we should improve the citizens' trust in government and trust in government's level of information technology, and then influence citizens' perceived e-government quality from all round. By doing so, we can advance citizens' satisfaction for e-government system, finally achieve the goal of continuing use of e-government system, realizing the change of traditional mode to modern mode. This shift can be called “from concept to the behavior”, which can greatly improve the level of our government governance, prompted the Chinese government services to a new level.