Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling

Figures & data

Figure 1. Flow chart for ISM method.

Table 1. Structural self-interactional matrix (SSIM).

VR[i/j]	20	19	18	17	16	15	14	13	12	11	10	9	8	7	6	5	4	3	2	1
1	X	A	A	X	V	O	O	X	A	A	A	A	A	A	A	A	X	X	X
2	X	A	O	O	V	X	A	X	X	A	X	A	A	O	X	X	X	X
3	X	O	X	O	V	O	O	V	A	O	O	O	A	O	A	V	V
4	V	A	A	O	V	A	A	X	A	A	O	A	A	O	X	X
5	V	O	A	A	V	A	A	V	A	A	A	A	A	O	X
6	X	A	A	A	V	A	A	X	A	A	A	A	A	O
7	V	O	V	V	O	O	O	O	O	O	O	O	O
8	V	O	X	O	V	O	X	V	O	O	X	X
9	V	V	V	O	V	X	O	V	V	O	O
10	V	X	V	V	V	O	O	V	O	X
11	V	O	O	V	V	O	V	V	V
12	V	A	X	V	V	V	X	V
13	V	A	O	O	X	X	A
14	V	V	V	O	V	V
15	V	O	O	O	V
16	X	A	A	A
17	V	O	A
18	V	O
19	V
20

1: Trust in government; 2: trust in technology; 3: disposition to trust; 4: perceived risk; 5: privacy concerns; 6: perceived security; 7: political attitudes; 8: transparency; 9: perceived prior knowledge; 10: accountability; 11: responsiveness; 12: service quality; 13: satisfaction; 14: system quality; 15: perceived ability to use; 16: use; 17: benevolence; 18: integrity; 19: competence; 20: trustworthiness of e-government; VR[i/j]: variable i/variable j.

Table 2. Initial reachability matrix.

VR	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20
1	1	1	1	1	0	0	0	0	0	0	0	0	1	0	0	1	1	0	0	1
2	1	1	1	1	1	1	0	0	0	1	0	1	1	0	1	1	0	0	0	1
3	1	1	1	1	1	0	0	0	0	0	0	0	1	0	0	1	0	1	0	1
4	1	1	0	1	1	1	0	0	0	0	0	0	1	0	0	1	0	0	0	1
5	1	1	0	1	1	1	0	0	0	0	0	0	1	0	0	1	0	0	0	1
6	1	1	1	1	1	1	0	0	0	0	0	0	1	0	0	1	0	0	0	1
7	1	0	0	0	0	0	1	0	0	0	0	0	0	0	0	0	1	1	0	1
8	1	1	1	1	1	1	0	1	1	1	0	0	1	1	0	1	0	1	0	1
9	1	1	0	1	1	1	0	1	1	0	0	1	1	0	1	1	0	1	1	1
10	1	1	0	0	1	1	0	1	0	1	1	0	1	0	0	1	1	1	1	1
11	1	1	0	1	1	1	0	0	0	1	1	1	1	1	0	1	1	0	0	1
12	1	1	1	1	1	1	0	0	0	0	0	1	1	1	1	1	1	1	0	1
13	1	1	0	1	0	1	0	0	0	0	0	0	1	0	1	1	0	0	0	1
14	0	1	0	1	1	1	0	1	0	0	0	1	1	1	1	1	0	1	1	1
15	0	1	0	1	1	1	0	0	1	0	0	0	1	0	1	1	0	0	0	1
16	0	0	0	0	0	0	0	0	0	0	0	0	1	0	0	1	0	0	0	1
17	1	0	0	0	1	1	0	0	0	0	0	0	0	0	0	1	1	0	0	1
18	1	0	1	1	1	1	0	1	0	0	0	1	0	0	0	1	1	1	0	1
19	1	1	0	1	0	1	0	0	0	1	0	1	1	0	0	1	0	0	1	1
20	1	1	1	0	0	1	0	0	0	0	0	0	0	0	0	1	0	0	0	1

1: Trust in government; 2: trust in technology; 3: disposition to trust; 4: perceived risk; 5: privacy concerns; 6: perceived security; 7: political attitudes; 8: transparency; 9: perceived prior knowledge; 10: accountability; 11: responsiveness; 12: service quality; 13: satisfaction; 14: system quality; 15: perceived ability to use; 16: use; 17: benevolence; 18: integrity; 19: competence; 20: trustworthiness of e-government; VR: variable.

Table 3. Final reachability matrix.

VR	1	2	3	4	5	6	7	8	9	10	11	12	13	14	15	16	17	18	19	20	DRP
1	1	1	1	1	1*	1*	0	0	0	1*	0	1*	1	0	1*	1	1	1*	0	1	14
2	1	1	1	1	1	1	0	1*	1*	1	1*	1	1	1*	1	1	1*	1*	1*	1	19
3	1	1	1	1	1	1*	0	1*	0	1*	0	1*	1	0	1*	1	1*	1	0	1	15
4	1	1	1*	1	1	1	0	0	0	1*	0	1*	1	0	1*	1	1*	0	0	1	13
5	1	1	1*	1	1	1	0	0	0	1*	0	1*	1	0	1*	1	1*	0	0	1	13
6	1	1	1	1	1	1	0	0	0	1*	0	1*	1	0	1*	1	1*	1*	0	1	14
7	1	1*	1*	1*	1*	1*	1	1*	0	0	0	1*	1*	0	0	1*	1	1	0	1	14
8	1	1	1	1	1	1	0	1	1	1	1*	1*	1	1	1*	1	1*	1	0	1	18
9	1	1	1*	1	1	1	0	1	1	1*	0	1	1	1*	1	1	1*	1	1	1	18
10	1	1	1*	1*	1	1	0	1	1*	1	1	1*	1	1*	1*	1	1	1	1	1	19
11	1	1	1*	1	1	1	0	1*	0	1	1	1	1	1	1*	1	1	1*	1*	1	18
12	1	1	1	1	1	1	0	1*	1*	1*	0	1	1	1	1	1	1	1	1*	1	18
13	1	1	1*	1	1*	1	0	0	1*	1*	0	1*	1	0	1	1	1*	0	0	1	14
14	1*	1	1*	1	1	1	0	1	1*	1*	0	1	1	1	1	1	1*	1	1	1	18
15	1*	1	1*	1	1	1	0	1*	1	1*	0	1*	1	0	1	1	0	1*	1*	1	16
16	1*	1*	1*	1*	0	1*	0	0	0	0	0	0	1	0	1*	1	0	0	0	1	9
17	1	1*	1*	1*	1	1	0	0	0	0	0	0	1*	0	0	1	1	0	0	1	10
18	1	1*	1	1	1	1	0	1	1*	1*	0	1	1*	1*	1*	1	1	1	0	1	17
19	1	1	1*	1	1*	1	0	1*	0	1	1*	1	1	1*	1*	1	1*	1*	1	1	18
20	1	1	1	1*	1*	1	0	0	0	1*	0	1*	1*	0	1*	1	1*	1*	0	1	14
DNP	20	20	20	20	19	20	1	12	9	17	5	18	20	9	18	20	18	15	8	20	309

1*: Shows transitivity; 1: trust in government; 2: trust in technology; 3: disposition to trust; 4: perceived risk; 5: privacy concerns; 6: perceived security; 7: political attitudes; 8: transparency; 9: perceived prior knowledge; 10: accountability; 11: responsiveness; 12: service quality; 13: satisfaction; 14: system quality; 15: perceived ability to use; 16: use; 17: benevolence; 18: integrity; 19: competence; 20: trustworthiness of e-government; DNP: dependence power; DRP: driving power; VR: variable.

Table 4. Partition on reachability matrix: interaction 1.

Element P(i)	Reachability set: R(Pi)	Antecedent set: A(Pi)	Intersection set: R(Pi) ∩ A(Pi)	Level
1	1,2,3,4,5,6,10,12,13,15,16,17,18,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,10,12,13,15,16,17,18,20	I
2	1,2,3,4,5,6,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,8,9,10,11,12,13,14,15,16,17,18,19,20	I
3	1,2,3,4,5,6,8,10,12,13,15,16,17,18,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,8,10,12,13,15,16,17,18,20	I
4	1,2,3,4,5,6,10,12,13,15,16,17,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,10,12,13,15,16,17,20	I
5	1,2,3,4,5,6,10,12,13,15,16,17,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,17,18,19,20	1,2,3,4,5,6,10,12,13,15,17,20
6	1,2,3,4,5,6,10,12,13,15,16,17,18,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,10,12,13,15,16,17,18,20	I
7	1,2,3,4,5,6,7,8,12,13,16,17,18,20	7	7
8	1,2,3,4,5,6,8,9,10,11,12,13,14,15,16,17,18,19,20	2,3,7,8,9,10,11,12,14,15,18,19	2,3,8,9,10,11,12,14,15,18,19
9	1,2,3,4,5,6,8,9,10,12,13,14,15,16,17,18,19,20	2,8,9,10,12,13,14,15,18	2,8,9,10,12,13,14,15,18
10	1,2,3,4,5,6,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,8,9,10,11,12,13,14,15,18,19,20	1,2,3,4,5,6,8,9,10,11,12,13,14,15,18,19,20
11	1,2,3,4,5,6,8,10,11,12,13,14,15,16,17,18,19,20	2,8,10,11,19	2,8,10,11,19
12	1,2,3,4,5,6,8,9,10,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,18,19,20	1,2,3,4,5,6,8,9,10,12,13,14,15,18,19,20
13	1,2,3,4,5,6,9,10,12,13,15,16,17,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,9,10,12,13,15,16,17,20	I
14	1,2,3,4,5,6,8,9,10,12,13,14,15,16,17,18,19,20	2,8,9,10,11,12,14,18,19	2,8,9,10,12,14,18,19
15	1,2,3,4,5,6,8,9,10,12,13,15,16,18,19,20	1,2,3,4,5,6,8,9,10,11,12,13,14,15,16,18,19,20	1,2,3,4,5,6,8,9,10,12,13,15,16,18,19,20	I
16	1,2,3,4,6,13,15,16,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,6,13,15,16,20	I
17	1,2,3,4,5,6,13,16,17,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,17,18,19,20	1,2,3,4,5,6,13,17,20
18	1,2,3,4,5,6,8,9,10,12,13,14,15,16,17,18,20	1,2,3,6,7,8,9,10,11,12,14,15,18,19,20	1,2,3,6,8,9,10,12,14,15,18,20
19	1,2,3,4,5,6,8,10,11,12,13,14,15,16,17,18,19,20	2,8,9,10,11,12,14,15,19	2,8,10,11,12,14,15,19
20	1,2,3,4,5,6,10,12,13,15,16,17,18,20	1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20	1,2,3,4,5,6,10,12,13,15,16,17,18,20	I

L: Level; VR: variable.

Table 5. Partition on reachability matrix: interaction 2.

Element P(i)	Reachability set: R(Pi)	Antecedent set: A(Pi)	Intersection set: R(Pi) ∩ A(Pi)	Level
5	5,10,12,17	5,7,8,9,10,11,12,14,17,18,19	5,10,12,17	II
7	5,7,8,12,17,18	7	7
8	5,8,9,10,11,12,14,17,18,19	7,8,9,10,11,12,14,18,19	8,9,10,11,12,14,18,19
9	5,8,9,10,12,14,17,18,19	8,9,10,12,14,18	8,9,10,12,14,18
10	5,8,9,10,11,12,14,17,18,19	5,8,9,10,11,12,14,18,19	5,8,9,10,11,12,14,18,19
11	5,8,10,11,12,14,17,18,19	8,10,11,19	8,10,11,19
12	5,8,9,10,12,14,17,18,19	5,7,8,9,10,11,12,14,18,19	5,8,9,10,12,14,18,19
14	5,8,9,10,12,14,17,18,19	8,9,10,11,12,14,18,19	8,9,10,12,14,18,19
17	5,17	5,7,8,9,10,11,12,14,17,18,19	5,17	II
18	5,8,9,10,12,14,17,18	7,8,9,10,11,12,14,18,19	8,9,10,12,14,18
19	5,8,10,11,12,14,17,18,19	8,9,10,11,12,14,19	8,10,11,12,14,19

Table 6. Partition on reachability matrix: interaction 3.

Element P(i)	Reachability set: R(Pi)	Antecedent set: A(Pi)	Intersection set: R(Pi) ∩ A(Pi)	Level
7	7,8,12,18	7	7
8	8,9,10,11,12,14,18,19	7,8,9,10,11,12,14,18,19	8,9,10,11,12,14,18,19	III
9	8,9,10,12,14,18,19	8,9,10,12,14,18	8,9,10,12,14,18
10	8,9,10,11,12,14,18,19	8,9,10,11,12,14,18,19	8,9,10,11,12,14,18,19	III
11	8,10,11,12,14,18,19	8,10,11,19	8,10,11,19
12	8,9,10,12,14,18,19	7,8,9,10,11,12,14,18,19	8,9,10,12,14,18,19	III
14	8,9,10,12,14,18,19	8,9,10,11,12,14,18,19	8,9,10,12,14,18,19	III
18	8,9,10,12,14,18	7,8,9,10,11,12,14,18,19	8,9,10,12,14,18	III
19	8,10,11,12,14,18,19	8,9,10,11,12,14,19	8,10,11,12,14,19

Table 7. Partition on reachability matrix: interaction 4.

Element P(i)	Reachability set: R(Pi)	Antecedent set: A(Pi)	Intersection set: R(Pi) ∩ A(Pi)	Level
7	7	7	7	IV
9	9,19	9	9
11	11,19	11,19	11,19	IV
19	11,19	9,11,19	11,19	IV

Table 8. Partition on reachability matrix: interaction 5.

Element P(i)	Reachability set: R(Pi)	Antecedent set: A(Pi)	Intersection set: R(Pi) ∩ A(Pi)	Level
9	9	9	9	V

Table 9. Canonical form of final reachability matrix.

VR	1	2	3	4	6	13	15	16	20	5	17	8	10	12	14	18	7	11	19	9	LVL
1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	1	0	0	0	0	I
2	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	1	I
3	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	0	0	0	0	I
4	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	0	0	0	0	0	I
6	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	1	0	0	0	0	I
13	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	0	0	0	0	1	I
15	1	1	1	1	1	1	1	1	1	1	0	1	1	1	0	1	0	0	1	1	I
16	1	1	1	1	1	1	1	1	1	0	0	0	0	0	0	0	0	0	0	0	I
20	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	1	0	0	0	0	I
5	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	0	0	0	0	0	II
17	1	1	1	1	1	1	0	1	1	1	1	0	0	0	0	0	0	0	0	0	II
8	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	1	III
10	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	1	III
12	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	0	1	1	III
14	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	0	1	1	III
18	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	0	0	1	III
7	1	1	1	1	1	1	0	1	1	1	1	1	0	1	0	1	1	0	0	0	IV
11	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	IV
19	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	1	1	0	IV
9	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	1	0	0	1	1	V
LVL	I	I	I	I	I	I	I	I	I	II	II	III	III	III	III	III	IV	IV	IV	V

1: Trust in government; 2: trust in technology; 3: disposition to trust; 4: perceived risk; 5: privacy concerns; 6: perceived security; 7: political attitudes; 8: transparency; 9: perceived prior knowledge; 10: accountability; 11: responsiveness; 12: service quality; 13: satisfaction; 14: system quality; 15: perceived ability to use; 16: use; 17: benevolence; 18: integrity; 19: competence; 20: trustworthiness of e-government; DNP: dependence power; DRP: driving power; VR: variable.

Figure 2. Driving power and dependence diagram.

Figure 3. ISM-based model for examining e-government trustworthiness.

Table A1. Relationship matrix used for survey.

[Legend: 1 = Trust in Government, 2 = Trust in Technology, 3 = Disposition to Trust, 4 = Perceived Risk, 5 = Privacy Concerns, 6 = Perceived Security, 7 = Political Attitudes, 8 = Transparency, 9 = Perceived Prior Knowledge, 10 = Accountability, 11 = Responsiveness, 12 = Service Quality, 13 = Satisfaction, 14 = System Quality, 15 = Perceived Ability to Use, 16 = Use, 17 = Benevolence, 18 = Integrity, 19 = Competence, 20 = Trustworthiness of E-Government, VR = Variable, i = row, j = column]