Three essays on e-public services and information assurance: Risks, beliefs, preferences, and user acceptance in the context of compliance and anti/counter-terrorism services
MetadataShow full item record
This dissertation investigates various aspects of government-citizen interaction mediated by information and communication technologies, with an ultimate objective of assuring a high level of public acceptance and stable functioning of public-sector online services. The dissertation consists of three inter-related essays, following a manuscript-based multi-essay style thesis format. The first essay builds a model that explains citizens' acceptance of web-based public services with various beliefs in the web-based service systems and the service providers, and empirically tests the model using government services for compliance in two domains: Vehicle-related and Tax-related services. The second essay applies the model to the anti/counter-terrorism service domain with a focus on various risks that citizens may perceive in a turbulent environment. The last essay extends the model by examining additional determinants of citizens' acceptance of anti/counter-terrorism services, compare with an alternative model that can distinguish effects of service channels from effects of service providers on service acceptance. Multiple surveys were administered to various sample groups in order to accomplish research objectives of the three essays, which resulted in interesting and insightful findings for academics and practitioners alike. The findings from each essay, as well as detailed descriptions of each individual study, are presented in separate sections of this dissertation. A summary of the findings and implications of the dissertation, as a whole, are discussed at the end of the dissertation.