article

Trust transfer in the continued usage of public e-services

Authors:

Daniel Belanche,

Luis V. Casaló,

Carlos Flavián,

Jeroen SchepersAuthors Info & Claims

Information and Management, Volume 51, Issue 6

Pages 627 - 640

https://doi.org/10.1016/j.im.2014.05.016

Published: 01 September 2014 Publication History

Abstract

We investigate how public administrations can influence citizens' continued usage of public e-services and focus on the role of different trust elements. We review prior literature and derive a model of trust transfer and continued usage. Our results show that trust in the public e-service mediates the influence of both trust in the public administration and trust in the Internet on continuance intentions. Trust was influenced by e-service quality and recommendations from public administrations and interpersonal sources. The relationship between interpersonal recommendations and trust in the e-service was non-significant; we found a strong moderating influence of time consciousness.

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cover image Information and Management

Information and Management Volume 51, Issue 6

September, 2014

228 pages

ISSN:0378-7206

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Copyright © Elsevier B.V. © 2014.

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