Abstract

MEDINA-QUINTERO, José Melchor; ABREGO-ALMAZAN, Demian  and  ECHEVERRIA-RIOS, Osiris. Satisfaction, ease of use and citizen trust in electronic government. Investig. adm. [online]. 2021, vol.50, n.127, 12704.  Epub Mar 02, 2021. ISSN 2448-7678.  https://doi.org/10.35426/iav50n127.04.

This research aims to determine the influence of the information quality, systems, and services provided by a governmental institution on its Website on the trust of citizens. In the method, a questionnaire is applied to 488 citizens/users who carry out an operation on the Tax Collection Website in Northeast Mexico and the statistical analysis with SmartPLS. The results highlight the importance of the information quality, ease of use, and trust of citizens with security in their operations. The findings demonstrate the importance of information for citizens and the trust they begin to have towards the government. In the originality, there are few empirical studies in this area of knowledge and the country. The relevance of the results is to provide ideas to streamline government activities, limiting not being able to generalize them to the country.

Keywords : citizen trust; information quality; ease of use; citizen satisfaction; electronic government.