Trust, Felt Trust, and E-Government Adoption: A Theoretical Perspective

Ali Dashti · Izak Benbasat · Andrew Burton‐Jones

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Technology Adoption and User Behaviour E-Government and Public Services Privacy, Security, and Data Protection

Abstract

The level of trust citizens have in e-government has been proposed as an important impediment to increased utilization of e-government. Although there is a large amount of literature on online trust, the impact of felt trust - the feeling of being trusted - on the adoption of electronic business in general, or online government services in particular has never been investigated. This felt trust construct, which is new to the IS literature, has received the attention of scholars in other disciplines; their empirical works have shown that perceptions of felt trust lead to trust-related behavior and other considerations (e.g., satisfaction and loyalty). This article introduces felt trust as a construct to the IS community by extending traditional adoption models currently used in predicting adoption intentions.

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2012Trust Dimensions and the Adoption of E-Government in Jordan

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