Measuring Factors of Trust in the Use of E-Government: A Multi-Factor Analysis ofthe E-Governmentin Indonesia

Measuring Factors of Trust in the Use of E-Government: A Multi-Factor Analysis ofthe E-Governmentin Indonesia

Research related to trust has been widely conducted, but few studies have comprehensively explored the factors influencing trust, encompassing both technical and non-technical aspects, particularly in the context of the public sector. This gap serves as the important background for this study, which aims to comprehensively analyze the factors shaping trust in e-government adoption. The focus of this research is on the Integrated Dynamic Archival Information System (SRIKANDI)application at the National Civil Service Agency (BKN) in Indonesia, which faces the issue of low adoption rates despite being launched in 2020.This study examines the influence of technical factors, government agencies, public factors, risk factors, social influence, and facilitating conditions on the formation of trust in e-government, as well as explores the impact of trust on satisfaction, intention to use, and e-government adoption. The research method used is quantitative, with data analysis employing partial least squares structural equation modeling (PLS-SEM) through the SmartPLS version 4 application. The results show that technical factors (β=0.083, t=1.702), government agencies (β=0.249, t=3.337), citizen factors (β=0.114, t=2.054), risk factors(β=0.467, t=6.130), social influence (β=0.101, t=1.722), and facilitating conditions (β=0.140, t=2.025) significantly influence trust in e-government. This trust, in turn, positively impacts intention to use (β=0.564, t=8.576), satisfaction (β=0.372, t=4.358), and e-government adoption (β=0.458, t=3.337) & (β=0.503, t=1.702). These findings indicate that users with high trust in e-government systems are more likely to use and adopt the system, highlighting the critical role of trust in enhancing the utilization of e-government services.Keywords: technical factors;government agency factors;citizen factors;risk factors;social influence;facilitating condition; trust in e-government;satisfaction

Iqbal Caraka Altino1, Reska Nugroho Sudarto2*,Dana Indra Sensuse

https://jurnal.iaii.or.id/index.php/RESTI/article/view/6016/1042

Sofian Lusa4, Prasetyo Adi Wibowo Putro5, Sofiyanti Indriasari6, Bramanti Brillianto

10-04-2025

FAJAR BAGUS W

PDF

ENGLISH

TEXT