نمونه متن انگلیسی مقاله
Citizen trust in the public administration has been reduced worldwide due to recent events such as the current economic situation, corruption cases or disclosure of classified information. This work analyzes whether e-government related actions could be strategically employed to increase citizen trust in the public administration. This research confirms that perceived quality of public e-services has a positive effect on trust in the public administration. In turn, public administration communication (i.e., campaigns to promote the benefits and use of e-government) only influence trust in the public administration for citizens with a favorable attitude towards e-government. These results have interesting implications suggesting in which ways public administration should invest their limited resources in order to recover the levels of citizen trust.
Governments worldwide are facing several recent events --- i.e. the current economic situation, corruption cases, the information published by websites such as WikiLeaks, the Snowden’s affair and so on --- which are diminishing citizen trust in public administration to a great extent (Yildiz & Saylam, 2013). Recent reports suggest that trust in governments and public institutions are experiencing the greatest decline of the century, being this decrease especially large in European countries as Spain (Bannister & Connolly, 2011; Corporate Excellence, 2012). In sum, less than half of the population all over the world relies on public institutions (Corporate Excellence, 2012). However, governments need citizens’ trust and collaboration to guarantee the success of public initiatives (such as e-government projects, new public policies, etc.) and obtain their expected benefits for the whole society (Kolsaker & Lee-Kelley, 2008). In this respect, citizens’ trust in public administration is crucial to enhance the relationship between citizens and public administration in the long-term (Warkentin, Gefen, Pavlou, & Rose, 2002). Therefore, there is a managerial need to better understand in which actions public administration must invest their limited resources in order to recover the levels of trustworthiness among citizens.
Limitations and future research lines
In spite of these interesting results, this work has some limitations that allow us to establish interesting lines for future research. First of all, it is important to note that data were collected following a non-random process, and the survey was answered exclusively by Spanishspeaking users of public e-services in Spain. Since previous studies propose that cultural differences may affect egovernment adoption (e.g., Carter & Weerakkody, 2008), the outcomes of e-government initiatives may differ across cultures too. Thus, to generalize the results of this research, we should repeat the study using a wider sample of respondents that represent a greater diversity of nationalities and cultures (e.g., Anglo-saxon, Asian, etc.), and that analyze public e-services from different countries.
Second, we have only considered direct public administration communication in our research model because the aim of the paper is to analyze whether government actions related to e-government affect trust in the public administration. As we have said, it is possible that external information coming from interpersonal sources (family, friends, etc.), or even from the mass media can also influence trust in the public administration (Yildiz & Saylam, 2013). Therefore, an interesting route to extend this research may be the analysis of other information sources influencing the levels of citizen trust in the public administration.