Assessing the Impact of E-Government Services on Public Trust in Local Authorities

Thesis Abstract

The rapid digitization of government services has transformed the interaction between local authorities and citizens, raising critical questions about how e-government initiatives influence public trust in local governance systems. Despite the increasing deployment of online governmental platforms, there remains limited empirical evidence on the extent to which these digital services impact citizens’ confidence and perceived legitimacy of local authorities. This study aims to assess the influence of e-government services on public trust in local authorities, with specific objectives to examine citizens’ perceptions of e-government usability, transparency, and responsiveness, and to identify the key factors mediating trust. The research adopts a mixed-methods approach, combining quantitative data from a survey of 400 residents in urban local government areas with qualitative insights obtained through 20 in-depth interviews with local government officials and technology users. The survey instrument, validated through pilot testing and measured on a Likert scale, seeks to capture variables such as trust levels, satisfaction with e-services, perceived ease of use, and institutional transparency. Data analysis employs multiple regression analysis to determine the predictors of trust, while thematic analysis is applied to interview transcripts to explore contextual nuances and interpret citizen perceptions. The study is grounded in Social Exchange Theory and the Technology Acceptance Model (TAM), to investigate how perceptions of reciprocity, perceived usefulness, perceived ease of use, and trustworthiness influence user engagement and confidence in local authorities through e-government services. Expected findings suggest that ease of access, transparency, and responsiveness significantly enhance citizens’ trust, while inadequate digital literacy, privacy concerns, and technical inefficiencies serve as barriers. The regression results are anticipated to reveal that perceived usefulness and institutional transparency are significant predictors of trust scores, with a combined explanatory power of approximately 65%. The thematic analysis is expected to uncover deeper insights into citizens' expectations and perceptions regarding government responsiveness via digital platforms, further enriching quantitative findings. This research contributes to knowledge by empirically establishing the relationship between e-government service quality and public trust, contextualized within urban local government settings. It enhances theoretical understanding by integrating TAM and Social Exchange Theory to explain the dynamics of digital trust in governance. Practically, the findings inform policy formulations aimed at optimizing e-government implementations to foster greater citizen engagement and trust. The main conclusion underscores that well-designed, accessible, and transparent digital services are instrumental in building and sustaining public trust in local authorities. Recommendations include investing in digital literacy programs, improving platform usability, ensuring data privacy, and fostering continuous citizen feedback mechanisms. The study further suggests avenues for future research exploring longitudinal impacts of e-government maturity and cross-regional comparative analyses to generalize findings across different administrative contexts. Overall, this research offers actionable insights into leveraging digital transformation initiatives to enhance trust and service quality in local government, thereby contributing to more inclusive and accountable governance.