A systematic literature review and a proposed model on antecedents of trust to use social media for e-government services

Abstract

Trust is an essential determinant that encourages citizens’ behavior to use e-government services. However, despite its importance there is little evidence of research to investigate citizens’ trust in e-government services, particularly in context of using social media as a technology platform for e-government services. The objective of this paper is to investigate antecedents of trust to use social media for e-government services from multiple dimensions. A systematic literature review was conducted from published articles between 2007 to 2017 with a relevant discussion on citizen’s trust aspects towards e-government services. As a result, 35 articles were selected from 7 electronic databases after an intensive systematic literature review process of searching and using an inclusion and exclusion criteria to extract relevant articles meeting the objective of this study. The findings from the analysis of this review reveal that trust has been mostly discussed in literature as a single component of e-government adoption factors rather than being studied independently. In addition, trust generating factors in context of using social media for e-government services have not received much attention in previous studies. To address this research gap, this study proposes a model that identifies antecedents of trust from multiple dimensions which are classified as individual characteristics, government factors, risk factors and social media characteristics. This study contributes to present a new paradigm for developing citizens’ trust to increase their participation in social media-based services of e-government and also highlights directions for future research.