The trust in the intermediaries and the intention to use electronic government services: a case of a developing country

Abstract

This study aimed to investigate the direct and the intervening effects of trust in the intermediaries on the citizens' intention to use electronic government services in a developing country, Saudi Arabia, from the perspective of employees in higher education institutions. In the view of the theory of planned behaviour (TPB), this study examined the hypothesised model using the structural equations modelling approach to analyse the data collected from 546 employees at public universities in Saudi. The findings of the study confirmed the influences of social influence, e-government awareness and trust in intermediary on intention to use e-government. Importantly, trust in the intermediaries was found to partially mediate the effect of social influence on and the intention to use e-government. Other theoretical and practical values were reported.