E-Government Services Quality and Trust in Government Organizations: The Mediating Roles of Perceived Transparency

Purpose: This study examines how the quality of electronic government (e-government) services and citizens’ perceptions of transparency shape trust in public institutions. To analyze these relationships, the research draws on three theoretical perspectives: the Expectation-Confirmation Model, the Information Systems Success Model, and Social Exchange Theory. Design/methodology/approach: A cross-sectional survey was conducted among 385 citizens with prior experience using e-government platforms. The data were analyzed using structural equation modeling (SEM) with AMOS. Measurement reliability and validity were confirmed through confirmatory factor analysis, and common method bias was checked using Harman’s single-factor test. Findings: The results indicate that the quality of e-government services is positively related to trust in government organizations (β = 0.44, p < 0.001). E-government service quality is positively linked to perceived transparency (β = 0.83, p < 0.001). Perceived transparency has positive effects on trust in government organizations (β = 0.38, p < 0.001). Perceived transparency mediates the relationship between e-government service quality and trust in government organizations (β = 0.32, p < 0.001). All proposed hypotheses were supported, underscoring transparency as a central link between service quality and trust in digital governance. Originality/value: By integrating three complementary theoretical models, this research provides a broader explanation of how citizen trust develops in digital government contexts. The findings highlight the critical mediating role of transparency, offering both theoretical contributions and practical guidance for policymakers seeking to foster trust through reliable and transparent e-government service delivery.