Trust transfer in the continued usage of public e-services
Authors: Belanche, Daniel; Casaló, Luis V.; Flavián, Carlos; Schepers, Jeroen
Journal: Information & Management (2014)
We investigate how public administrations can influence citizens’ continued usage of public eservices 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 trust in the public administration on continuance intentions. Trust in the Internet also mediated this relationship. 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 nonsignificant; we found a strong moderating influence of time consciousness.