Establishing relational trust in e-Participation: A systematic literature review to propose a model

Abstract

As information and communication technologies (ICTs) have diffused throughout the customary forms of works and services, various models, theories and approaches have emerged and been developed to measure how and to what extent people accept technologically transformed products and services in the e-government domain. Despite the existence of applicable models regarding the acceptance and diffusion of e-government and e-participation, the current literature has failed to fully cover citizens' expectations due to factors affecting complex and organic bonds between states and citizens (i.e.Trust). This study aims to discuss whether and how trust serves as an intermediary function with regard to technology acceptance models on e-government in general but e-participation in particular. This review finds (1) that it is necessary to develop a comprehensive approach for a trust-building environment regarding e-participation and (2) that trust in e-participation can be consolidated through interrelation among and within parties. © 2020 ACM.