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C2G Online Trust, Perceived Government Responsiveness and User Experience

Abstract : The paper presents the results of the pilot study of C2G online trust, that covers citizens’ trust in communication with the government via e-government, e-participation and social media channels. Based on the survey carried out in St. Petersburg, we explore dimensions of C2G trust and test the impact of perceived government responsiveness, user experience and socio-demographic factors in shaping trust. Our findings suggest that both perceived responsiveness and user experience influence the level of trust, while age, gender and education are not significant when controlled to the frequency of Internet use. The research proposes to view C2G trust as a multidimensional phenomenon, as its dynamics may vary across the tools and sectors used. Implications for future research are given.
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Submitted on : Monday, January 20, 2020 - 2:00:19 PM
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Yury Kabanov, Lyudmila Vidiasova. C2G Online Trust, Perceived Government Responsiveness and User Experience. 18th International Conference on Electronic Government (EGOV), Sep 2019, San Benedetto del Tronto, Italy. pp.57-68, ⟨10.1007/978-3-030-27325-5_5⟩. ⟨hal-02445804⟩

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