Antecedents and Consequences of Trust in Public Sector Websites and Social Media

Authors

  • Hüseyin İnce Gebze Technical University
  • Salih Zeki İmamoğlu Gebze Technical University
  • Hülya Türkcan Gebze Technical University
  • Gülsüm Akca Gebze Technical University

DOI:

https://doi.org/10.5195/emaj.2020.182

Keywords:

Public Sector Social Media, Public Sector Website, Trusting Factors, Trust, Citizen Satisfaction

Abstract

Rapidly developing information and communication technologies have an influence on the whole world and have become an ordinary part of everyday life. Not only people, but businesses and governments are affected by these changes. In this respect, governments use several online media platforms as their own digital face and thus keep pace with the developing technology. Considering the lacks in previous researches, the aim of this paper is to investigate the critical factors influencing the citizens' trust in public sector websites and social media and also the relationship among trust in the public sector, citizen satisfaction and trust in public sector websites and social media. By studying 607 citizens who are users of the website or social media service belonging to the municipalities in Turkey, we found that: (i) perceived quality, perceived usefulness, and facilitation conditions are the factors that affect the citizens' trust in public sector websites and social media, (ii) trust in the public sector websites and social media affects trust in the public sector and, (iii) trust in the public sector affects citizen satisfaction.

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Published

2020-09-23

Issue

Vol. 10 No. 1 (2020)

Section

Articles

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