A Systematic Literature Review of Empirical Research on the Impact of E-Government Use on Citizens’ Trust in Government

Abstract

The use of e-government has transformed public service delivery, however, the impact of this digital shift on citizens’ trust in government remains unclear. For this purpose, a systematic review of 49 peer-reviewed studies on the relationship between e-government use and citizens’ trust in government, published between 2004 and 2024, was conducted. This review traces the evolution of research focus, theoretical frameworks, and empirical findings in this field. Findings demonstrate a steady growth of interest, particularly in countries with advanced digital infrastructure. Most studies focus on service quality, transparency, data security, and user satisfaction as primary drivers of trust. Methodologically, quantitative, cross-sectional survey designs dominate the field, with limited use of qualitative and mixed-method approaches. Theoretically, many studies rely on technology adoption models and traditional trust frameworks, with limited attention to emerging technology features such as explainability or algorithmic transparency. This review contributes to the literature by mapping these theoretical and methodological patterns, identifying key gaps, and proposing a research agenda centered on actual use and emerging AI-based government services. It provides valuable insights for both scholars and policymakers seeking to understand and strengthen public trust in an increasingly digital public sector.