A framework for assessing trust in e-government services under uncertain environment

Bibliographic Data

ID21596321
AuthorsMasoud Shayganmehr (0000-0001-8928-4078, Tarbiat Modares University), Anil Kumar (0000-0002-3428-3200, London Metropolitan University), Jose Arturo Garza-Reyes (0000-0002-5493-877X, University of Derby), Edmundas Kazimieras Zavadskas (0000-0002-3201-949X, Vilnius Gediminas Technical University)
Year2023
Volume36
Issue7
Pages2718-2755
Publication date2023-11-21
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInformation Technology and People (JOURNAL)
Journal identifiersISSN: 0959-3845 • E-ISSN: 1758-5813
PublisherEmerald (PUBLISHER)
DOI10.1108/itp-01-2021-0096
OpenAlexW3183641922
LanguageEN
Citations received3
References cited50

Purpose In this study, a novel framework was proposed to assess the trust in e-government (e-Gov) services under an uncertain environment. The proposed framework was applied in Iranian municipality websites of e-Gov services to evaluate the readiness score of trust in e-Gov services. Design/methodology/approach A unique hybrid research methodology was proposed. In the first phase, a comprehensive set of indices were determined from an extensive literature review and finalized by employing the fuzzy Delphi method. In the second phase, interval-valued intuitionistic fuzzy set (IVIFS) -was utilized to model the problem's uncertainty with analytic called IVIFS- hierarchy process (AHP) to determine the importance of indices and indicators by assigning the weights. In the third phase, the fuzzy evaluation method (FEM) is followed for assessing the readiness score of indices in case studies. Findings The findings indicated that “Trust in government” is the most significant index affecting citizen's trust in e-Gov services while “Maintenance and support” has the least impact on user's intention to use e–Gov services. Research limitations/implications The study contributes by introducing a unique research methodology that integrates three phases, including fuzzy Delphi, IVIFS AHP and fuzzy evaluation method. Moreover, the fuzzy sets theory helps to reach a more accurate result by modeling the inherent ambiguity of indicators and indices. Interval-valued intuitionistic fuzzy models the ambiguity of experts' judgments in an interval. Practical implications The study helps policy makers to monitor wider aspects of trust in e-Gov services as well as understanding their importance. The study enables policy makers to apply the framework to any potential case studies to evaluate the readiness score of indices and recognizing strengths and weakness of trust dimensions as well as recommending advice for improving the situation. Originality/value The study is one of the few to indicate significant indices of trust in e-Gov services in developing countries. The study shows the importance of indicators and indices by assigning a weight. Additionally, the framework can assess the readiness score of various case studies

Ambiguity · Analytic hierarchy process · Data mining · Delphi method · Fuzzy logic · Fuzzy set · Knowledge management · Management science · Operations research · Computer Science · E-Government and Public Services · Engineering · Mathematics · Smart Cities and Technologies · Technology Adoption and User Behaviour · Artificial Intelligence

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