Does Trust have an impact on system and operational effectiveness? The implementation of e-government in Colombia

Abstract

The purpose of this research is to investigate whether trust plays a relevant role in the alignment between system effectiveness and operational effectiveness after the implementation of e-government systems as these are becoming essential in integrating government operations with organisations in Colombia. The findings, after the application of structural equation modelling (SEM), suggest that there is a predictive relationship of trust with operational effectiveness, and with quality of the system, quality of the information, and quality of the service. Trust is built through the effectiveness of the operations that e-government systems bring to organisations, and trust has a relevant role in the effectiveness of the e-government systems. Quality of the information showed the most significant impact on operational effectiveness, but quality of the system and quality of the service had no impact on operational effectiveness; consequently, in order to build up effective operations, the government needs to improve these two factors.