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The Role of Trust for Citizens’ Adoption of Public E-Services

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Trust and Communication

Abstract

Digital services are ubiquitous in today’s world, marking it as the digital age. Public administrations are using information and communication technologies for decades now; however, public e-services are still not widely used by the intended users. Repeatedly, scholars highlight the importance of trust for the successful adoption of public e-services and much research has empirically investigated the role of trust for public e-service adoption. In face of the substantial amount of research, this chapter summarises the current debates surrounding this topic and provides empirical insights on the role of trust for public e-service use in Germany. The insights of both empirical studies, i.e. the literature review and the interviews, result in a generalised model of citizens’ trust in the context of e-government.

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Authors and Affiliations

  1. Department of Information Systems, University of Münster, Münster, Germany

    Bettina Distel, Holger Koelmann, Florian Schmolke & Jörg Becker

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  1. Bettina Distel
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  2. Holger Koelmann
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  3. Florian Schmolke
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  4. Jörg Becker
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Correspondence to Bettina Distel .

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  1. Department of Communication, University of Münster, Münster, Germany

    Bernd Blöbaum

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Distel, B., Koelmann, H., Schmolke, F., Becker, J. (2021). The Role of Trust for Citizens’ Adoption of Public E-Services. In: Blöbaum, B. (eds) Trust and Communication. Springer, Cham. https://doi.org/10.1007/978-3-030-72945-5_8

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