Understanding The Role of Trust Mediation in E-Government Adoption in Citizenship Administration Services Policies in Bantul Regency Using Disdukcapil Smart Application
Abstract
This study investigates the role of trust in the acceptance of e-government technologies using a modified Unified Model of Electronic Government Adoption (UMEGA) that includes trust as a mediating variable. This study involved 107 respondents from six subdistricts in Bantul Regency, focusing on the use of the Disdukcapil Smart application in e-government citizenship administration services. The findings indicate that performance expectancy, effort expectancy, and perceived security, which are managed by e-government providers, are the determinants of trust. Meanwhile, social influence and privacy risk, which are not managed by e-government providers, are disregarded. Facilitating conditions like citizen-owned infrastructure ease the use of system. The study confirms that trust level influences public participation in bureaucracy, as shown by behavioral intentions in using e-government.
Full Text:
PDFReferences
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/https://doi.org/10.1016/0749-5978(91)90020-T
AlAwadhi, S., & Morris, A. (2008). The use of the UTAUT model in the adoption of e-government services in Kuwait. 41st Hawaii International Conference on System Sciences. https://doi.org/10.1016/0148-9062(85)90245-1
Alfawaz, S., May, L., & Mohanak, K. (2008). E-government security in developing countries: A managerial conceptual framework. International Research Society for Public Management Conference.
Alrawashdeh, T. A., Muhairat, M. I., & Alqatawnah, S. M. (2012). Factors affecting acceptance of web-based training system: Using extended UTAUT and structural equation modeling. ArXiv Preprint ArXiv, 1205, 1904.
Arfi, W. Ben, Nasr, I. Ben, Kondrateva, G., & Hikkerova, L. (2021). The role of trust in intention to use the IoT in e-Health: Application of the modified UTAUT in a consumer context. Technological Forecasting and Social Change, 167(April 2020), 120688. https://doi.org/10.1016/j.techfore.2021.120688
Awalina, N. M. (2021). Measurement of user acceptance level of the integrated registration system of the Population and Civil Registration Department using the UTAUT model case study: South Tangerang City. UIN Syarif Hidayatullah Jakarta.
Burt, A. (2019). Cybersecurity is putting customer trust at the center of competition. Harvard Business Review. https://hbr.org/2019/03/cybersecurity-is-putting-customer-trust-at-the-center-of-competition
Cai, L., Fai, K., & Wang, X. (2023). Explore public acceptance of autonomous buses: An integrated model of UTAUT, TTF, and trust. Travel Behaviour and Society, 31(November 2022), 120–130. https://doi.org/10.1016/j.tbs.2022.11.010
Camões, P. J., & Mendes, S. M. (2019). Do citizens trust the civil service differently? Comparing the determinants of confidence in political-administrative institutions. International Journal of Public Administration, 42(14), 1234–1244. https://doi.org/10.1080/01900692.2019.1592187
Carter, L., & Belanger, F. (2008). Trust and risk in e-government adoption. The Journal of Strategic Information Systems, 17(2), 165–176. https://doi.org/10.1016/j.jsis.2007.12.002
Carter, L., Schaupp, L. C., Hobbs, J., & Campbell, R. (2012). E-government utilization: Understanding the impact of reputation and risk. International Journal of Electronic Government Research, 8(1), 83–97. https://doi.org/10.4018/jegr.2012010105
Conklin, W. A. (2007). Barriers to adoption of e-government. Proceedings of the Annual Hawaii International Conference on System Sciences, 1–8. https://doi.org/10.1109/HICSS.2007.102
Dahlila, & Frinaldi, A. (2020). Innovation of Dukcapil Digi Mobil in improving public services at the population and civil registration office of Pariaman City. JESS (Journal of Education on Social Science), 4(2), 241. https://doi.org/10.24036/jess.v4i2.285
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. Mis Quarterly, 13(3), 319–340. https://doi.org/10.5962/bhl.title.33621
Delphia, R., & Harjono, M. (2021). Public perception of personal data protection. Ministry of Communication and Informatics, 3–63. Retrieved from https://aptika.kominfo.go.id/wp-content/uploads/2021/12/Persepsi-Masyarakat-terhadap-Pelindungan-Data-Pribadi.pdf
Dwivedi, Y. K., Rana, N. P., Janssen, M., Lal, B., Williams, M. D., & Clement, M. (2017). An empirical validation of a unified model of electronic government adoption (UMEGA). Government Information Quarterly, 34(2), 211–230. https://doi.org/10.1016/j.giq.2017.03.001
Ebrahim, Z., & Irani, Z. (2005). E-government adoption: Architecture and barriers. Business Process Management Journal, 11(5), 589–611. https://doi.org/10.1108/14637150510619902
Flavián, C., & Guinalíu, M. (2006). Consumer trust, perceived security, and privacy policy: Three basic elements of loyalty to a website. Industrial Management & Data Systems, 106(5), 601–620. https://doi.org/10.1108/02635570610666403
Gauld, R. (2006). E-government: What is it, and will it transform government? Policy Quarterly, 2(2), 37–43. https://doi.org/10.26686/pq.v2i2.4193
Gefen, D., Karahana, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51–90.
Hanif, Y., & Lallie, H. S. (2021). Security factors on the intention to use mobile banking applications in the UK older generation (55+). A mixed-method study using modified UTAUT and MTAM - with perceived cyber security, risk, and trust. Technology in Society, 67. https://doi.org/10.1016/j.techsoc.2021.101693
Haning, M. T., Hasniati, & Tahili, M. H. (2020). Public trust in public organization service concept, dimensions, and strategy. Unhas Press.
Hegner, S. M., Beldad, A. D., & Brunswick, G. J. (2019). In automatic we trust: Investigating the impact of trust, control, personality characteristics, and extrinsic and intrinsic motivations on the acceptance of autonomous vehicles. International Journal of Human-Computer Interaction, 35(19), 1769–1780. https://doi.org/10.1080/10447318.2019.1572353
Herrenkind, B., Brendel, A. B., Nastjuk, I., Greve, M., & Kolbe, L. M. (2019). Investigating end-user acceptance of autonomous electric buses to accelerate diffusion. Transportation Research Part D: Transport and Environment, 74(July), 255–276. https://doi.org/10.1016/j.trd.2019.08.003
Hooda, A., Gupta, P., Jeyaraj, A., Giannakis, M., & Dwivedi, Y. K. (2022). The effects of trust on behavioral intention and use behavior within e-government contexts. International Journal of Information Management, 67(August), 102553. https://doi.org/10.1016/j.ijinfomgt.2022.102553
Hung, S. Y., Chang, C. M., & Yu, T. J. (2006). Determinants of user acceptance of the e-government services: The case of online tax filing and payment system. Government Information Quarterly, 23(1), 97–122. https://doi.org/10.1016/j.giq.2005.11.005
Hutton, G. (1996). Business process re-engineering–a public sector view. In Managing business processes–BPR and beyond. John Wiley and Sons.
Jasimuddin, S. M., Mishra, N., & A. Saif Almuraqab, N. (2017). Modelling the factors that influence the acceptance of digital technologies in e-government services in the UAE: A PLS-SEM approach. Production Planning and Control, 28(16), 1307–1317. https://doi.org/10.1080/09537287.2017.1375144
Khalilzadeh, J., Ozturk, A. B., & Bilgihan, A. (2017). Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior, 70(2017), 460–474. https://doi.org/10.1016/j.chb.2017.01.001
Kim, C., Tao, W., Shin, N., & Kim, K. S. (2010). An empirical study of customers’ perceptions of security and trust in e-payment systems. Electronic Commerce Research and Applications, 9(1), 84–95. https://doi.org/10.1016/j.elerap.2009.04.014
Kim, M. J., Chung, N., & Lee, C. K. (2011). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 32(2), 256–265. https://doi.org/10.1016/j.tourman.2010.01.011
Kolsaker, A., & Payne, C. (2002). Engendering trust in e-commerce: A study of gender- based concerns. Marketing Intelligence & Planning, 20(4), 206–214. https://doi.org/10.1108/02634500210431595
Lee, Y., & Schachter, H. L. (2019). Exploring the relationship between trust in government and citizen participation. International Journal of Public Administration, 42(5), 405–416. https://doi.org/10.1080/01900692.2018.1465956
Lewis, W., Agarwal, R., & Sambamurthy, V. (2003). Sources of influence on beliefs about information technology use: An empirical study of knowledge workers. MIS Quarterly, 27(4), 657–678. https://doi.org/10.1364/opn.6.4.000032
Lin, J., Carter, L., & Liu, D. (2021). Privacy concerns and digital government: Exploring citizens' willingness to adopt the COVIDSafe app. European Journal of Information Systems, 30(4), 389–402. https://doi.org/10.1080/0960085X.2021.1920857
Lu, H. P., Hsu, C. L., & Hsu, H. Y. (2005). An empirical study of the effect of perceived risk upon intention to use online applications. Information Management and Computer Security, 13(2), 106–120. https://doi.org/10.1108/09685220510589299
McNabb, D. E. (2009). The new face of government: How public managers are forging a new approach to governance. CRC Press.
Namahoot, K. S., & Jantasri, V. (2022). Integration of UTAUT model in Thailand cashless payment system adoption: the mediating role of perceived risk and trust. Journal of Science and Technology Policy Management, 14(4), 634–658. https://doi.org/10.1108/JSTPM-07-2020-0102
OECD. (2013). Access to public services: Affordability. https://doi.org/10.1787/gov_glance-2013-52-en
Papadopoulou, P., Nikolaidou, M., & Martakos, D. (2010). What is trust in e-government? A proposed typology. Proceedings of the Annual Hawaii International Conference on System Sciences, 1–10. https://doi.org/10.1109/HICSS.2010.491
Rehman, M., Kamal, M. M., & Esichaikul, V. (2016). Adoption of e-government services in Pakistan: A comparative study between online and offline users. Information Systems Management, 33(3), 248–267. https://doi.org/10.1080/10580530.2016.1188570
Sabani, A., Deng, H., & Thai, V. (2019). Evaluating the development of E-government in Indonesia. ACM International Conference Proceeding Series, 254–258. https://doi.org/10.1145/3305160.3305191
Salminen, A., & Ikola-Norrbacka, R. (2010). Trust, good governance, and unethical actions in Finnish public administration. International Journal of Public Sector Management, 23(7), 647–668.
Sanchez, P. R. P., Correia, M. B., & Saura, J. R. (2019). An empirical examination of adoption of mobile applications in Spain and Portugal, based in UTAUT. International Journal of Mobile Communications, 17(5), 579. https://doi.org/10.1504/ijmc.2019.102085
Schaper, L. K., & Pervan, G. P. (2007). ICT and OTs: A model of information and communication technology acceptance and utilisation by occupational therapists. International Journal of Medical Informatics, 76(SUPPL. 1), S212–S221. https://doi.org/10.1016/j.ijmedinf.2006.05.028
Shaw, N., & Sergueeva, K. (2019). The non-monetary benefits of mobile commerce: Extending UTAUT2 with perceived value. International Journal of Information Management, 45(December 2017), 44–55. https://doi.org/10.1016/j.ijinfomgt.2018.10.024
Shin, D. H. (2009). Towards an understanding of the consumer acceptance of mobile wallet. Computers in Human Behavior, 25(6), 1343–1354. https://doi.org/10.1016/j.chb.2009.06.001
Singh, A., Alryalat, M. A. A., Alzubi, J. A., & Sarma, H. K. D. (2017). Understanding Jordanian consumers’ online purchase intentions: Integrating trust to the UTAUT2 framework. International Journal of Applied Engineering Research, 12(20), 10258–10268.
Stewart, J., & Clarke, M. (1987). The public service orientation: Issues and dilemmas. Public Administration, 65(2), 161–177. https://doi.org/10.1111/j.1467-9299.1987.tb00654.x
Taylor, S., & Todd, P. (1995). Decomposition and crossover effects in the theory of planned behavior: A study of consumer adoption intentions. International Journal of Research in Marketing, 12(2), 137–155. https://doi.org/10.1016/0167-8116(94)00019-K
Teo, T. S. H., & Liu, J. (2007). Consumer trust in e-commerce in the United States, Singapore and China. Omega, 35(1), 22–38. https://doi.org/10.1016/j.omega.2005.02.001
Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99–132. https://doi.org/10.2753/MIS0742-1222250303
Tomić, N., Kalinić, Z., & Todorović, V. (2022). Using the UTAUT model to analyze user intention to accept electronic payment systems in Serbia. Portuguese Economic Journal. https://doi.org/10.1007/s10258-022-00210-5
Urumsah, D., Quaddus, M., & Galbrieth, J. (2011). An investigation into the factors influencing consumers to use E-services of Indonesian airlines: The role of motivation. 19th European Conference on Information Systems, ECIS 2011.
Van de Walle, S., Van Roosbroek, S., & Bouckaert, G. (2008). Trust in the public sector: Is there any evidence for a long-term decline? International Review of Administrative Sciences, 74(1), 47–64. https://doi.org/10.1177/0020852307085733
Velicia-Martin, F., Cabrera-Sanchez, J. P., Gil-Cordero, E., & Palos-Sanchez, P. R. (2021). Researching COVID-19 tracing app acceptance: Incorporating theory from the technological acceptance model. PeerJ Computer Science, 7(December 2019), 1–20. https://doi.org/10.7717/peerj-cs.316
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. Mis Quarterly, Vol. 2(3), 425–478.
Wang, X., Wong, Y. D., Li, K. X., & Yuen, K. F. (2020). This is not me! Technology-identity concerns in consumers’ acceptance of autonomous vehicle technology. Transportation Research Part F: Traffic Psychology and Behaviour, 74, 345–360. https://doi.org/10.1016/j.trf.2020.06.005
Yuen, K. F., Ma, F., Wang, X., & Lee, G. (2021). The role of trust in influencing consumers’ adoption of automated vehicles: An application of the health belief model. International Journal of Sustainable Transportation, 15(11), 837–849. https://doi.org/10.1080/15568318.2020.1821416
Zhang, T., Tao, D., Qu, X., Zhang, X., Lin, R., & Zhang, W. (2019). The roles of initial trust and perceived risk in public’s acceptance of automated vehicles. Transportation Research Part C: Emerging Technologies, 98(December 2018), 207–220. https://doi.org/10.1016/j.trc.2018.11.018
DOI: http://dx.doi.org/10.14203/STIPM.2023.369
Refbacks
- There are currently no refbacks.
Copyright (c) 2023 STI Policy and Management Journal
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright of Journal of STI (Science Technology Innovation) Policy and Management Journal (e-ISSN 2502-5996 p-ISSN 2540-9786). Powered by OJS.