The Role of ICT in the Transformation of Government and Citizen Trust

Abstract

We present an empirically tested conceptual model based on exit-voice theory to study the influence of information and communications technology (ICT)-enabled transformation of government (IETG) on citizen trust in government. We conceptualize and address the key factors affecting the influence of transformation of government on citizen trust, including government performance and transparency. Based on 313 survey responses randomly collected from citizens in Bahrain, the topranked country in ICT adoption in the Gulf Cooperation Council (GCC) region, we test government performance and transparency as mediators between transformation of government and citizen trust in government. The resulting preliminary insights on the measurement and manifestation of citizen trust in the context of IETG have multiple policy implications and extend our understanding of how IETG can improve the government-citizen relationship and digital services adoption.