Investigating The Effect Of Trust In Accepting Electronic Services: A Case Of New Kabul Bank
European Journal of Molecular & Clinical Medicine,
2020, Volume 7, Issue 6, Pages 1947-1958
AbstractIn recent years, many organizations provide their services electronically to citizens. One of the concerns of governments and organizations at the present time is the lack of trust of citizens in this form of service delivery. This is becoming increasingly important as organizations become more electronic. Citizens' trust in government and technology is a necessity for expansion of e-services. Therefore, in this study, we assumed to examine the role of trust in the acceptance of electronic services and the intention of citizens to use them in the service sector of banks. Based on the previous models and on this research, four main factors affecting the intention of citizens to use electronic services have emerged. These four factors are: the tendency to trust, the trust in government, the trust in information technology and the perceived risk. The results of research from citizens show that the tendency to trust positively affects trust in government and trust in the Internet. As a result, both increase the intention to use electronic services. According to the results and the model presented in this study, many governmental organizations including banks are expected to be more successful in gaining citizens' trust in the government, government agencies and e-services provided by them.
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