Managing Citizens' Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust

  title={Managing Citizens' Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust},
  author={V. Venkatesh and James Y. L. Thong and Frank K. Y. Chan and Paul Jen-Hwa Hu},
  journal={Inf. Syst. Res.},
This paper investigates how citizens’ uncertainty in e-government services can be managed. First, we draw from uncertainty reduction theory, and propose that transparency and trust are two key means of reducing citizens’ uncertainty in e-government services. Second, we identify two key sets of relevant drivers of e-government service use: (1) information quality characteristics, i.e., accuracy and completeness; and (2) channel characteristics, i.e., convenience and personalization. We propose… 

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