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Article
Publication date: 8 February 2021

Dadang Hartanto and Siti Masliana Siregar

This study aims to empirically investigate the relationship of perceived transparency, perceived accountability and perceived responsiveness with overall public trust in

Abstract

Purpose

This study aims to empirically investigate the relationship of perceived transparency, perceived accountability and perceived responsiveness with overall public trust in local government. Moreover, it addressed the “why” and “how” questions about the existence of this relationship by examining the underlying mechanism of the government response to COVID-19.

Design/methodology/approach

Quantitative research design is applied in the current study. Data was collected from two cities situated in Indonesia via a cross-sectional survey at local administration levels. The final data set of 330 respondents was then analyzed using Smart partial least square (PLS)3 by testing through the measurement and structural model.

Findings

Results revealed positive associations among the study variables. Also, the mediatory role of the government response to COVID-19 was supported by the results.

Originality/value

This study aims to bring awareness and contribution in the body of knowledge about the importance of elements of good governance in building and sustaining public trust in local governments based on the fact that in countries such as Indonesia, there is a dearth of literature in this context. Further, it provides strategic and practical suggestions to the state regarding the advantages of using good governance practices in their communication with citizens in certain and uncertain situations, especially nowadays during the COVID-19 pandemic.

Details

Transforming Government: People, Process and Policy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6166

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Content available
Article
Publication date: 28 October 2020

Mensur Zeqiri

This study seeks to provide further testing of access in the context of government – community relations within the political context of the Republic of North Macedonia…

Abstract

Purpose

This study seeks to provide further testing of access in the context of government – community relations within the political context of the Republic of North Macedonia. The study analyses relationship cultivation strategy of access and explains how it contributes to achieving trust and relationship satisfaction in government–community relations. This paper also provides insights into the importance of access to achieving positive government–community relations based on mutual trust and satisfaction.

Design/methodology/approach

For this research, a qualitative inquiry was conducted, and qualitative in-depth interviewing was used as the main research method. In total, 39 interviews were conducted: 12 interviews with Macedonian civil servants, eight interviews with Albanian civil servants and 19 interviews with Albanians.

Findings

The findings of this study showed citizens not to have enough access to government and its institutions. Besides, the results showed access to be crucial to building positive government–community relations based on mutual trust and satisfaction. In particular, discrimination and social distance were crucial in building trust between government and citizens.

Originality/value

The study provided evidence on the importance and contribution of the cultivation strategy of access to government-community relationships in general and to the relational outcomes of trust and satisfaction in particular. The findings supported the initial assumptions that access constitutes an important factor in predicting the government–community relationship quality.

Details

Corporate Communications: An International Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1356-3289

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Book part
Publication date: 9 December 2020

Cass Hausserman, Susan Jurney and Timothy Rupert

We experimentally investigate how the level of government (either federal or state) and whether funding is being allocated to enforcement or service efforts in a revenue…

Abstract

We experimentally investigate how the level of government (either federal or state) and whether funding is being allocated to enforcement or service efforts in a revenue agency affects trust in the agency, as well as support for the funding initiative. We find that the two independent variables interact, such that trust in the state agency is not affected by whether the proposed funding would be allocated to service or enforcement efforts. But, at the federal level (the Internal Revenue Service), trust in the agency is significantly higher when the proposed funding is to hire additional service employees as opposed to hiring additional enforcement employees. We also find that the level of government moderates the mediating effect of trust in the agency on the relation between the use of funds and support for the funding.

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Book part
Publication date: 28 September 2015

Arief Rahman

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and…

Abstract

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

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Book part
Publication date: 9 July 2018

Jonathan Spiteri and Marie Briguglio

This study looked at the relationship between good governance and trust in government. We used data on government trust across a sample of 29 European countries over the…

Abstract

This study looked at the relationship between good governance and trust in government. We used data on government trust across a sample of 29 European countries over the period 2004–2015, as well as six different aspects of governance as captured by the Worldwide Governance Indicators. We also consider GDP growth and income inequality and their correlation with trust in government. The results showed that voice and accountability, which captures freedom of expression and citizen involvement in the democratic process, was significantly related to government trust, across all specifications of our regression models. None of the other indicators yields significant results, although the coefficient for control of corruption is significant in some specifications. We also found that real GDP growth rates have a significant relationship with trust in government. A comparison of the standardised regression coefficients indicated that voice and accountability is a stronger correlate of trust in government than GDP growth. Therefore, our results suggested that good governance was a key determinant of trust in government, over and above economic considerations. We discussed the implications of these findings in light of declining levels of public trust in government around the world.

Details

Governance and Regulations’ Contemporary Issues
Type: Book
ISBN: 978-1-78743-815-6

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Book part
Publication date: 4 August 2008

Masao Kikuchi

The decline of trust in government has been a critical issue in many parts of the world. Various surveys have indicated that the public cast suspicious eyes on their…

Abstract

The decline of trust in government has been a critical issue in many parts of the world. Various surveys have indicated that the public cast suspicious eyes on their government and become less trustful of performance of their public sector. The OECD labels trust in government as a fundamental element of the democratic “contract,” while its decline may have significant impacts on government activities. Likewise, the UN also refers to trust as the foundation for good governance; therefore, improving trust would help strengthen sound governance in any polity. As these examples demonstrate, trust in government has increasingly become a central concern for government reformers.

In Japan, for a long time, bureaucrats have been perceived to be trustful social agents and they have enjoyed more confidence than those of party members. However, a series of scandals involving high-ranking bureaucrats, in addition to several policy failures and severe financial difficulties, have deteriorated the trustful image of Japanese public officials. Confronted with the problem, both central and local governments in Japan have attempted to improve their public perceptions and tried to rebuild trust in government by resorting to various types of administrative reform. However, the identification of reasons for the decline of public trust in government appear an awesome task and hard to come. While some of the reforms have helped contributed rebuilding trust, others have further eroded the level of government confidence.

Against these backgrounds, the chapter aims to show the current level of trust in government, specifically in Japan. It tries to assess government efforts of rebuilding trust by discussing different government reforms at both the central and the local levels.

Details

Comparative Governance Reform in Asia: Democracy, Corruption, and Government Trust
Type: Book
ISBN: 978-1-84663-996-8

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Article
Publication date: 21 June 2020

Jisu Jeong and Seunghui Han

Citizen trust in police is important in terms of citizen consent to government policies and of police achieving their organizational goals. In the previous study…

Abstract

Purpose

Citizen trust in police is important in terms of citizen consent to government policies and of police achieving their organizational goals. In the previous study, improvements in police policy, organizational operation and policing activities were developed to clarify which factors influence trust in police and how trust can be improved. This research raises the question, would changes in trust in police have an impact on trust in government? In this paper, this research question is discussed theoretically and the causal relationship analyzed empirically by applying OLS, ordered logistic, 2SLS and logistic regressions.

Design/methodology/approach

The basic analysis methods are to apply the OLS and the ordered logistic regression. OLS regression analysis is an analytical method that minimizes an error range of a regression line. The assumptions for OLS are: linearity, independence, equilibrium, extrapolation and multicollinearity issues. These problems were statistically verified and analyzed, in order to confirm the robustness of the analysis results by comparing the results of the ordered logistic regression because of the sequence characteristic of the dependent variable. The data to be used in this study is the Asia Barometer Survey in 2013.

Findings

Trust in police and citizen perception of safety are analyzed as important factors to increase trust in the government. The effects of trust in police are more significant than the effects of control variables, and the direction and strength of the results are stable. The effect of trust in police on trust in government is strengthened by the perception of safety (IV). In addition, OLS, ordered logistic regression analysis, which analyzed trust in central government and local government, and logistic regression analysis categorized by trust and distrust show the stability.

Research limitations/implications

This paper has implications in terms of theoretical and empirical analysis of the relationship between trust in police and trust in government. In addition, the impact of perception of safety on trust in police can be provided to police officers, policymakers and governors who are seeking to increase trust in government. This paper is also meaningful in that it is the microscopic research based on the citizens' survey. One of the limitations of macroscopic research is that it does not consider the individual perceptions of citizens.

Practical implications

The results of this paper can confirm the relationship of the virtuous cycle, which is perception of safety – trust in police – trust in government. The police will need to provide security services to improve citizens' perception of safety and make great efforts to create safer communities and society. Trust in police formed through this process can be an important component of trust in government. By making citizens feel safer and achieving trust in police, ultimately, trust in government will be improved.

Originality/value

The police perform one of the essential roles of government and are one of the major components of trust in government, but the police sector has been neglected compared to the roles of the economic and political sectors. These influences of macro factors are too abstract to allow specific policy directions to be suggested. If we consider trust in police, and factors that can improve trust in government, we can suggest practical policy alternatives.

Details

Policing: An International Journal, vol. 43 no. 4
Type: Research Article
ISSN: 1363-951X

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Article
Publication date: 13 June 2016

DeMond Shondell Miller

The purpose of this paper is to analyze public trust during the aftermath of technological and hybrid natural-technological/natech disasters – Hurricane Katrina (2005) and…

Abstract

Purpose

The purpose of this paper is to analyze public trust during the aftermath of technological and hybrid natural-technological/natech disasters – Hurricane Katrina (2005) and the Fukushima Daiichi nuclear meltdown in Japan (2011). The work identifies common themes, actions and inactivity that can lead to citizens distrusting the government after disasters.

Design/methodology/approach

News reports from the two areas leading newspapers formed the body of the Hurricane Katrina and the Fukushima Daiichi nuclear meltdown case studies. Of key interest were emerging themes of trust and/or distrust during the immediate impact phase of the disaster in addition to government failures and social breakdowns resulting in a loss of trust in government institutions and individual leaders.

Findings

The series of examples illustrate how specific action or in-action by local and federal governments served as a catalyst for a loss of trust in government institutions and individual leaders in government while proposing potential strategies to help public leaders reduce distrust during times of crisis.

Research limitations/implications

The two limitations were the use of only newspapers and the passage of a new law in 2013, the “Specially Designated Secrets Protection Law,” designed to limit news reporting of the press in Japan on the issue of nuclear radiation exposure of the general public in Japan, some of the new data are not available.

Practical implications

The research concludes by offering specific ways to regain trust after a perception of failure during pre- and post-disaster management in the age of mega disasters. The paper lists several recommendations that can be practically implemented to develop a culture of transparent communication, civic engagement in planning processes and inspire trust among stakeholders.

Originality/value

While the paper identifies barriers to establishing trust among government agencies, the citizenry and private industry, it seeks to help inform policy frameworks regarding the importance of the government’s ability to sustain a strong sense of trust that engenders civic participation in preserving or regaining trust in the aftermath of disasters.

Details

International Journal of Sociology and Social Policy, vol. 36 no. 5/6
Type: Research Article
ISSN: 0144-333X

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Article
Publication date: 17 July 2017

Katherine Mary Chorley

The purpose of this paper is to explore the challenges that open government data initiatives present to records management within the public sector in England and to…

Abstract

Purpose

The purpose of this paper is to explore the challenges that open government data initiatives present to records management within the public sector in England and to identify areas of practice and policy that will need to be developed to ensure compliance with such environments.

Design/methodology/approach

A review of current literature underpins the analysis of data collected through an anonymised case study of a National Health Service (NHS) hospital trust. Data were collected through a qualitative research in the form of semi-structured interviews with information professionals at the case study site. Additionally, a short descriptive online survey was distributed to the members of a specialist interest group, the Health Archives and Records Group.

Findings

Open government data presents a series of interconnected practical challenges to records management at a local level as the open government data environment continues to develop. These practical challenges overshadow a number of technical challenges, such as ensuring the accuracy and integrity of proactively published data.

Research limitations/implications

The main limitation of this research is the small number of interviews conducted during data collection, which limits its capacity to present more generalised findings.

Originality/value

The case study of an individual NHS hospital trust allows for a specific insight into the challenges that open government data presents to records management within a single operational unit.

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Article
Publication date: 14 October 2014

Emad Abu-Shanab

This study aims to explore technology adoption research and propose a trust antecedents model, where trust in government, trust in technology, information quality…

Abstract

Purpose

This study aims to explore technology adoption research and propose a trust antecedents model, where trust in government, trust in technology, information quality, Internet familiarity and privacy and security concerns are hypothesized to predict Jordanians trust in e-government. Also, trust in e-government extended the Theory of Reasoned Action in predicting the intention to use e-government.

Design/methodology/approach

Proposed a model and tried to empirically test it using a sample of 759 Jordanians who filled a survey consisting of items measuring the previously mentioned constructs. A structural equation modeling technique was used to test the model.

Findings

Results supported the proposed research model, where all proposed variables significantly predicted intention to use e-government services. Also, a partial least squares estimate of the model indicated a significant prediction of trust in e-government by all proposed variables except the Internet familiarity construct. The coefficient of determination for intention to use was 0.465, and for trust in e-government 0.415.

Research limitations/implications

The study utilized a newly developed instrument in Arabic, and diverse categories of subjects, where some of them were considering a public e-learning system when responding to items.

Practical implications

This research is important to public officials and the Jordanian e-government project, as it emphasized the importance of trust constructs (TiT and TiG) as major influencers on the trust propensity related to e-government. Also, other constructs like information quality showed significant influence; where the type and characteristics of information posted on e-government Web sites influence the adoption decision on the long run. Jordanians’ perceptions regarding information posted on e-government Web site were all at moderate levels. More emphasis on making information more accurate, recent, comprehensive and original is needed.

Social implications

This study showed a relative deficiency in Jordanians perceptions towards trusting the Internet. It seems that they reflected a moderate trust in its legal, technical and security levels. Finally, this study emphasized the role of privacy and security issues in influencing the level of trust in e-government systems. Similarly, transparency and knowledge equity are important dimensions that need to be addressed.

Originality/value

This study is one of the largest studies with respect to the size of its sample that explores trust in e-government in Jordan. The focus on trust antecedents and the empirical test of the model is a first attempt in the literature, where a structural model was explored raising the level of accuracy of estimation to its required potential. The number of constructs to be explored at the same time is an addition to the area of e-government technology adoption.

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