Predictors of E-Government Use in Poland: A Post-COVID-19 Clients’ View

This exploratory study examines predictors of the use of e-government (UEG) in a post-COVID-19 landscape, focusing on attitude toward e-services (AES), trust in e-government (TEG), and trust in e-documents (TED). While prior research emphasized general trust in e-government as a central predictor, COVID-19 reshaped digital behaviors, necessitating an updated perspective. Using survey data from 130 Polish clients and conducting Structural Equation Modeling (SEM), our findings indicate that TED is the strongest predictor of e-government use. Moreover, contrary to expectations, AEG and TEG show no significant predictive power, suggesting that attitude and trust in institutions alone do not predict use. This study contributes to the growing literature on e-government by offering a post-COVID-19 perspective and emphasizing the importance of further research on trust in e-documents. These findings point to practical implications for policymakers, urging a shift toward a more client-oriented focus and public awareness campaigns to foster public trust.