Driving Forces for Building Trust among Citizens on e-Government Websites: User Perceptions in the Galle District, Sri Lanka

Abstract

In the field of e-government, trust is a critical factor in successful online service delivery. It is evident that the transparency is not clearly apparent through some of the government websites of Sri Lanka. The main objectives of this study are to identify the driving forces that are required to build government website-oriented citizen trust and to provide suggestions for policymakers to ameliorate government website-oriented citizen trust. This research is conducted based on quantitative research methods involving deductive approach with hypothesis testing and confirmatory factor analysis. The findings reveal key obstacles such as usability limitations, accessibility barriers, and disparities in user trust and suggests practical improvements, including refining interface design, strengthening cybersecurity protocols, and introducing personalized digital services to enhance user experience. Additionally, integrating AI-driven support tools, expanding digital literacy initiatives, and optimizing multi-channel service delivery are recommended to improve accessibility and foster public confidence. The results of the study can be valuable for policymakers in efficiently executing approaches to enhance citizen confidence in e-government for addressing potential risks and susceptibilities related to the usage of e-government websites.

Keywords: e-Government Website Quality, Government Website-oriented Citizen Trust, Hedonic Motivation, Usability Performance, Website Security