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The Role of Citizen Trust in the Success of E-Government
Abstract
When it began over a decade ago, e-commerce quickly encountered difficulties that prevented it from reaching the potential level of success regarded possible by specialists in the field. After having identified trust as being an important factor of success for e-commerce, both researchers and online retailers quickly put emphasis on the study and improvement of the security infrastructure of the internet, and on the software and mechanisms that make online transactions possible. At first, researchers were interested with the various mechanisms that permit secure transactions, and with the visual signs imbedded in web sites that are likely to express this security to consumers in order to give birth to the trust necessary to online transactions. But after a certain time, they all realized that a secure infrastructure, although essential, was only one factor of success among others and that it was also necessary to simultaneously take into account the trustworthiness of the organizations behind the Web sites, and the risks that users perceive in using them. Thus, according to the scientific literature available today, the lack of trust users have towards both the internet infrastructure of e-commerce and the organizations that provide the products and services counts for much in this slow adoption (Wang et al, 1998). Trust and its influence (Chatterjee et al., 2002) on e-commerce have been the subjects of several studies, some of which have investigated in the last few years what influences the degree of trust (Gefen, 2000) and the success of information systems (DeLone & McLean, 2003).
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