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Abstract

The evolution of digital governance has heightened the strategic significance of public trust in the implementation of e-government. Despite numerous empirical investigations, the results concerning the factors influencing trust remain fragmented and largely centered on technological aspects. This study seeks to systematically identify, categorize, and synthesize the determinants of trust in e-government through a structured literature review of 21 Scopus-indexed articles published between 2015 and 2025. Utilizing an evidence-based synthesis methodology, the study organizes determinants of trust into four main categories: citizen-related, technological, institutional, and risk-related factors. The findings indicate that technological and citizen-related factors are the most significant predictors of trust, whereas institutional and risk-related aspects are relatively under examined. This study formulates an integrated conceptual framework based on the DeLone and McLean Information System Success Model, extended by including variables related to institutional credibility and risk perception. This study contributes to the theoretical discourse by promoting a multifaceted and integrative view of trust in e-government, thereby addressing fragmentation observed in previous models. On a practical level, this study assists policymakers in enhancing public satisfaction, continuance intention, and loyalty towards digital public services.

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Additional Files
Nathaniel et al 2025 Authorship Statement.pdf (68 kB)
Authorship Statement
Nathaniel et al Revision.docx (485 kB)
Revision file from Double Blind Review

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