Print Email Facebook Twitter Citizens’ Trust in Open Government Data Title Citizens’ Trust in Open Government Data: A Quantitative Study about the Effects of Data Quality, System Quality and Service Quality Author Purwanto, A. (TU Delft Information and Communication Technology) Zuiderwijk-van Eijk, A.M.G. (TU Delft Information and Communication Technology) Janssen, M.F.W.H.A. (TU Delft Information and Communication Technology) Contributor Eom, Seok-Jin (editor) Lee, Jooho (editor) Date 2020 Abstract Previous research assumes that poor quality of Open Government Data (OGD), OGD portals, and the services provided for OGD may result in reduced trust of citizens in OGD. However, studies that empirically test this assumption are scarce. Using the Information Systems (IS) Success Model as a theoretical basis, this study aims to examine the effects of data quality, system quality, and service quality on citizens’ trust in OGD.We used Structural Equation Modeling (SEM) to analyze the 200 responses to our online questionnaire. We found that trust in OGD can be predicted by citizens’ perceptions of OGD system quality and service quality. Furthermore, citizens’ perception of service quality positively influences their perceptions of data and system quality, whereas citizens’ perception of system quality positively influences their perception of data quality. This study is among the first that quantitatively examines the effects of data quality, service quality, and system quality on citizen’s trust in OGD. It contributes to the scientific literature by providing an operationalization of elements of the IS Success Model in the context of OGD and by developing and applying a model of factors influencing citizen’s trust in OGD. While previous research finds that perceived data quality is the most crucial driver for trust in OGD, our study finds that citizens’ perception of OGD service quality is a more important driver for trust in OGD. With regard to the practical contributions of this study, open data policymakers should be aware that citizens’ perceptions on data quality can be greatly improved when appropriate human services are provided (e.g., designated civil servants offering support or help to data users) in addition to the provision of OGD portal functionalities (e.g., data visualization and comparison tools). Subject Citizen engagementData qualityInformation Systems Success ModelOpen Government DataService qualityStructural Equation ModelingSystems qualityTrust To reference this document use: http://resolver.tudelft.nl/uuid:16de379a-80d2-4a6a-acd2-eeb3e6293996 DOI https://doi.org/10.1145/3396956.3396958 Publisher Association for Computing Machinery (ACM) Embargo date 2020-12-01 ISBN 978-1-4503-8791-0 Source Proceedings of the 21st Annual International Conference on Digital Government Research: Intelligent Government in the Intelligent Information Society, DGO 2020 Series ACM International Conference Proceeding Series Bibliographical note Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public. Part of collection Institutional Repository Document type conference paper Rights © 2020 A. Purwanto, A.M.G. Zuiderwijk-van Eijk, M.F.W.H.A. Janssen Files PDF Citizens_Trust_in_Open_Go ... t_Data.pdf 686.02 KB Close viewer /islandora/object/uuid:16de379a-80d2-4a6a-acd2-eeb3e6293996/datastream/OBJ/view