Unlocking citizen confidence: examining trust and continuance intentions in digital services

Purpose – This study aims to examine the factors that influence citizens intention to continue using e-government services in Pakistan. Design/methodology/approach – Data were collected through an online survey of 641 Pakistani citizens. The responses were analyzed using partial least squares structural equation modeling. Findings – This study shows that disposition to trust positively correlates with both trust in the internet and trust in government. Notably, citizens’ satisfaction, perceived usefulness, confirmation of expectations and perceived risk significantly influence their intention to continue using e-government services. Trust in the internet emerged as a significant predictor of continuance intention, while trust in government did not show a significant direct effect. Practical implications – The findings provide valuable insights for policymakers and practitioners working on e-government initiatives in developing countries. The study emphasizes the importance of building trust, enhancing user satisfaction and addressing perceived risks to encourage sustained use of e-government services. Recommendations include improving digital literacy, enhancing data security measures and developing user-centric e-government platforms. Originality/value – This study contributes to the existing literature by focusing on the unique context of Pakistan, a developing country with specific socio-cultural and technological challenges. By integrating the Expectation-Confirmation Model with trust factors, the research offers a comprehensive framework for understanding e-government service continuance in developing nations. This study’s empirical findings, based on a substantial sample size and rigorous analysis, provide actionable insights for policymakers and practitioners in Pakistan and similar contexts.