The Effect of E-Government on Citizen Trust of the National Database and Registration Authority (NADRA) in Pakistan

A considerable amount of cash is being spent by various nations throughout the world in creating and conveying e-government services to their citizen aims to effectively provide better community services to the nationals. The success and achievement of such applications is probably perceived in the developed nations however there is an overarching worry about the achievement and appropriation of these services in the developing nations. The main objective of this study is to investigate the citizen’s trust on the e-services offered by National Database and Registration Authority (NADRA) which is an administration organization working under the service of Interior ministry in Pakistan. This study inferred particular research model from the refreshed Information System previous success model which was developed by DeLone and McLean, 1992 & 2003. Utilizing the determined model, this study hub around administration point of view on the impact of NADRA framework, data and service quality on clients’ trust and consequently how the citizens’ trust is useful to make an e-government application of NADRA sector useful in Pakistan. The main findings show that larger number of clients or citizens is satisfied with the e-services of NADARA in Pakistan and most of the activities assume a fundamental part for the utilization of the application process of NADRA sector. Furthermore, the results also demonstrated that information quality, system quality, service quality and net benefits received from NADRA of Pakistan also plays an imperative role in the trust of citizens.

(PDA) for giving and conveying public services of government. It can't be stated that the m-Government is a substitute for e-Government, however it supplements each other (Periasamy & Rama, 2016).
NADRA Pakistan began to issue modernized ID cards in 2004 and at this point, it positions top in the ranking of best fifty organizations that are issuing personal identity cards. NADRA established in 1973 and around then, it issued manual Identity cards. Presently it is working as per most recent trends of E-Governance by utilizing high tech IT innovation and first class organize framework secured by top security frameworks. The modern ID card has 14 digits and among those initial five allude to the cardholder's residing city, next seven numbers are the serial numbers and last one is for checking.
In this research study we expect that with the assistance observed research questions we will have the ability to develop and investigate the connection between the utilization of any e-government application and the trust of the clients or the residents. The focal point of this research study is to examine a comprehensive investigation of the e-Government structure and system as well as the deterrents in executing and enhancing e-services in NADRA of Pakistan. Moreover, this study aims to examine that how e-government can be doable and used to improve the administration execution and activities inside the nation. We hope that this study will give a comprehensive information and knowledge that how e-services in NADRA implements and do progress.
However, just a few of e-government tasks can be legitimately called victories in this regard (Heeks, 2002). Additionally, there is insufficient documentation on the results of these cost concentrated e-government services, particularly in some few nations. The couple of experimental examinations that have been done as such far have some scholarly inadequacies in recognizing hindrances of actualizing and enhancing in NADRA as an egovernment structure in Pakistan.

Holonic Manufacturing System (HMS)
Since previous couple of decades E-government emerged as a multi-disciplinary research and is under the spotlight. Notably, the greater part of the current scholastic and empirical research in this discipline can be distinguished on the scale of social and technological/innovative prospects. In any case, both the pessimistic and optimistic approaches are used amid the analysis to expound the perceptible matters. Rationally, the reason for NADRA (National Data Base and Registration Authority) e-government is to offer assistance based on the 'Information Communication technology' (ICT) to provide the proficient connection and the better conveyance of administrative services to the nationals, business and administration entities (Basu, 2004). What's more, currently Pakistan stands at 158th and 97th rank correspondingly (Hongbo, 2014).

Citizens Trust on E-Government
Confidence of the nationals in government is characterized as accomplishment for the government. Blind (2007) attempted to clarify how trust can assist constructing great and compelling administration, he explained trust as any proficient measure which can bring down the cost of exchange in any social, financial and political interaction/dealings or system. Trust assumes vital part while declaring or constituting a new policy by the policy makers. In this situation, trust is measured as the most critical factor which can decide the authenticity and the adequacy of any political framework. There are two kinds of trust that is social trust and political trust. Generally, political trust is public political discipline, where numerous obscure, risk exist with less predictable certainty (Norris, 1999). As indicated by Norris (1999) political trust is firmly identified with the association or enrollment of the political associations. With a more up to date point of view, Blind (2007) contends that political trust can be depicted as the trust of the nationals towards political framework and its diverse sections and in addition on individual political pioneers. These distinctive variations of political trust cooperate and make a general discernment about the entire political or administration framework. Social trust is known as far as citizens" confide in each other as individuals from a general public or social group.
Political and social trust both are not fundamentally unrelated, in light of the fact that the previous neither develops and nor it works separately. As indicated by the hypothesis of social capital by Putnam (2000) the expansion of the general social trust in general public relies on the municipal engagement in a social group and the trust amongst its participants. In developing nations, the political trust diminishes as the nationals begin participating in public movements since it uncovers the corrupt and illegal practices of various public organizations on regular routine while this municipal engagement raises political trust in the developed or industrialized nations. In addition, for good administration each state must work to keep up confidence in culture. The trust culture is characterized as the circumstances where nationals believe that they could take an interest in a political procedure similarly and they can be the part of any political basic leadership or decision taking (Blind, 2007).
According to Carbo (2007) for the utilization and afterward accomplishment of an e-government implementation, trust must be earned by means of transparent and straightforward communication between the governing body and the nationals, and by tending to the social contrasts among the clients or the nationals. The dynamic idea of e-government itself is another task which ought to be reasonably tended due to the trust of clients or nationals in a framework, accessible on a given day may not be a similar when there is an emotional change in the framework (Carbo, 2007). Some analysts additionally contend that the nationals expected to accept e-services of government where they have confidence in government offices (Carter & Belanger, 2005;Elliman & Tassabehji, 2006).
Administration and trust are connected in a reciprocal way. Trust in government, builds great administration and consequently great administration guarantees trust among the nationals (Blind, 2007). In case of administration, trust can be divided in further categories as moral trust, political trust, financial trust, social trust and mechanical trust. Moral trust is characterized as taking measures for public utility with regularity in campaigns and activities. Measures adopted to enhance the economic situations of the general population enhance the level of financial trust. Executing political modifications alongside staying away from bribery, impression of corruption and the outrages, and taking measures for advantages of the general population increase the political trust while presenting social modifications alongside the political transformation to reinforce the general society expands social trust. Technological trust is characterized as the implementation of innovative advancements to make more productive, comprehensive, and open government administration for the nationals. These developments incorporate egovernment and e-participation (Blind, 2007).
As indicated by Blind (2007) information and communication technology (ICT) can be utilized to rise citizens" involvement, investment, speed up economic development, and control or lessen poverty. Technology can be utilized as a part of numerous organizations, for example, in government offices for common administrations, for social and health insurance, and for the training of the nationals to enhance their livings. Because of the adoption of e-government, the procedures in the administration offices accomplishes in a transparent manner and corruption is lessened which increases trust of the citizens.

E-Government Loyalty
The website based on e-service conveyance via online web to make services proficient and viable. The goal of these e-administrations is to construct client's e-dependability, fulfillment and connection via web (Kassim & Asiah, 2010). Most of the e-administrations gave by government and private organizations which intended to convey e-administrations to encourage clients such as e-tax collection, e-banking, e-shopping, e-acquirement, ebusiness etc (Paulos, 2015).
In another perspective the e-services are substitution of conventional services to include technical innovation to connect with client in conveyance of administrations without the hindrance of distance and opening hours (space and time barriers). In such circumstances, the nature of e-administrations has huge significance in consumer loyalty and satisfaction (e-loyalty) due to the fact that if the client believes the administration is hard to utilize then it can influence client observation to return to the site and versatility of e-administrations. The e-loyalty is the critical element of e-services implementation; it can be defined as "client's positive approach towards an online business, bringing about repurchasing intents" (Prybutok, 2012). Analysts contended that e-service quality has robust affects consumer loyalty even on the organizations' performance. Improving e-service quality is to fulfill and to pick up client's maintenance is turning into a significant issue (Rao et al., 2011). Qi et al. (2010) examined that the general opinion and client reliability and their return to aim to service for the most part assessed the viability of site, thus the expectation of clients' return to same site depends on online consumer loyalty's about the past buying experience (Gounaris et al., 2010). However, e-banking the satisfaction is the informal, future intentions of buying, and griping practices are the drivers of client e reliability. Online wordof-mouth alludes to the substance of the shared data (Ricard et al., 2013). Future intention of buying has been observed to be associated with prior purchase experience (Esch et al., 2006).

Navigation on E-Government
The development of new instruments and strategies of the web designing is creating and leading towards new imaginative approaches to explore\navigate. The new tendencies of offered e-services expect the obstacle free and smooth communication between the clients of the website and the accessible platform in e-banking/financing sites. The navigation, regarding moving starting with a single feed of information then onto the next, is getting quicker, rapid and smooth. Regarding scholarly writing, the Navigation is basic in searching task of web designing to discover and offer access to all the needed sites and data in the website (Lovink, 2014). That is the reason the effective navigation is the most critical component in the quality besides web designing. Likewise, the navigation has a noteworthy and basic impact on the satisfaction of consumer (Al-Kasasbeh et al., 2011;Kim et al., 2003).
The navigation can likewise be characterized as client facilitator to assist the client to locate their needed data and goal. Intentionally, it additionally makes the site simple to utilize and attempt to make client e-loyalty. Past studies investigated that, aside from the general web designing, the navigation is a major component of the site crosswise over different spaces, i.e., e-learning, e-health, e-business, and e-government (Alshaali, 2011). In various situations, the navigation likewise fills the gap as far as client's lacking and incapacities are concerned, i.e. cripples through sound, prototype, hyperlink, video and diverse options such as multi-web links, search, exist and entry, back or forward to other pages, move to top etc., options (Hillen & Evers, 2007). If a site explores/navigates easily and effectively in a convincing and satisfying way, it can enhance the versatility of e-administration and client eloyalty. The arrangement, page and framework level of the design are generally attributed towards effectiveness of navigation viability (Verhagen & Van Dolen, 2009;Yang et al., 2005;Dailey, 2004).

Evaluation of E-Government Model
In this worldwide unstable condition, technical knowhow and learning are the key factors of comparative advantage of any association. Assembling of this learning of an organization, its progression and how it accomplishes the objectives of an organization? The employees are the transporters of this data and information (Vemic, 2007). As associations are trying to contend in the worldwide competition, difference based on learning, abilities and states of mind is on raising significance. That is the reason associations are putting billions of dollars in training and investing on human resource development. Training alludes to an attempt sorted out by an organization keeping in mind the end goal to encourage their workers to learn aptitudes comprising information, attitudes, abilities, and practices associated with their duties to upgrade their execution. The motivation behind formal trainings is that the employees should utilize the educated learning, attitude, and abilities in their every day exercises and duties. Associations are concentrating on making scholarly capital by means of training to attain competitive knowledge. Changing over the HR into scholarly capital needs improvement of fundamental abilities which are necessary to carry out the duty, improved aptitudes in which innovative technical utilization is included and a profound comprehension of the client framework. These things could be acquired just through training of the working forces (Noe, 2010).
The achievement and the adequacy of IS have been broadly estimated by the IS analysts. Anyhow, the analysts are as yet attempting to make sense of the model which could best quantify the accomplishment of any IS (Rai et al., 2002). Diverse IS accomplishment procedures were evaluated by (DeLone & McLean, 1992) and they thought of six distinct measures that might have effect on the achievement and implementation of IS. Afterwards, numerous IS analysts utilized this model and anticipated improvements. That is the reason (DeLone & McLean, 2003) tended to the proposals and thought of a modernized model which relates framework quality, data quality, quality of service, utilization, client fulfillment and net advantage. As indicated by (DeLone & McLean, 2003), more improvement and approval are required by testing the model in various settings of data and information frameworks.
The IS success models have been acknowledged and utilized by numerous analysts to assess customary IS however there is a not much research that has been led to explore the accomplishment of e-government applications utilizing this model (Wang & Liao, 2007). In this manner, some statements would be this modifies model or any other model in light of this model with a few differences could be utilized to quantify the utilization and accomplishment of any e-government information and data framework. Besides, the fruitful assessment of an egovernment application or IS can give a strategy to the e-government administrators to assess the achievement of e-government framework (Wang & Liao, 2007).

Research Design
Qualitative and Quantitative are the two primary techniques of research approaches for directing a research. In this study, quantitative approach is utilized to deal with "how many" and "how much" sorts of inquiries, under hypothesis testing with appropriate system and to recognize the contrast between factors or set of variables (Giannakos & Vlamos, 2011). Interpretation of artifact and document is an important technique in a qualitative analysis to gather information. As indicated by (Hodder, 1994) reports, for example, journals, letters and field notes are created or arranged for individual usage or purpose while records, for example, bank statement, building or occupancy contracts, driving licenses belongs to the class of formal archives. In the analysis based on meeting/interview and observation, elucidation of reports and records could be utilized to decrease predisposition or biasness. Myers and Newman (2007) indicated that qualitative or subjective interview is an effective research instrument as well as fantastic strategy for gathering information and has been utilized significantly in qualitative research data frameworks. Various phases of an interview oriented research have been characterized by (Kvale & Brinkmann, 2009). These phases are thematic, outlining, meeting, translating, breaking down/ analyzing, checking and detailing.

Theoretical Framework of Information Communication System Models
DeLone and McLean (1992) characterized six interrelated factors which could be utilized to develop any information communication system (IS) model for its success, measurement and estimation. These six factors or elements system or framework quality, information or data quality, efficient utilization of information communication system, client satisfaction, impact IS on individuals and overall organizations or association affect (as seen Figure 3.1). Information communication frameworks are for the most part assessed based on framework and data quality amid the utilization of the framework (either the client is contented or on the other hand not), the European Journal of Business and Management www.iiste.org ISSN 2222-1905(Paper) ISSN 2222-2839(Online) Vol.12, No.18, 2020 framework has some effect on the client which could consequently is the reason for authoritative effect. Despite that, the framework quality measures specialized achievement and data quality measures of IS semantic achievement to develop the utilization, client fulfillment, singular effects, and hierarchical effects measure viability achievement of e-government system (Ali & Khan, 2010).

IS Model of this Study
The model that we are using in this study, we use user trust on NADRA to investigate the performance and client's satisfaction from e-government in Pakistan. This factor is the replacement of user satisfaction that was used in the model of (DeLone and McLean, 2003). The motivation to supplant of client satisfaction with client trust is to distinguish our analysis from past literature and studies as in earlier studies most of the researchers used client satisfaction. For instance, the measures of satisfied, significance, opportunities and exactness are utilized to assess data quality during the usability and unwavering quality of IS framework quality of any e-government utilization system. These measures could be replied through information and system quality that also is the sole reason that we have supplanted user satisfaction by user trust in our model applied in this research study.
As we stated earlier that the IS framework and system quality are the main determinants of any e-government system that also benefit the information quality identified by the specialist e-service provider. If there should arise an occurrence of an e-government situation, IS framework and data quality are identified with an e-government application while service quality is with respect to the legislature or the office which gives the e-services. According to the meaning of innovative trust depict we can contend that high IS framework and data nature of an e-government application builds the trust of the clients on the emerging technology (e-government) and the application of that technology. From the perspective of political trust with regards to administration, it could likewise be contended that the accessibility of better administration quality for the clients by the legislature to make the procedure straightforward is the reason for abnormal state of political trust in the citizens (Blind, 2007). In our model we have to relate IS framework quality, data quality and administration quality with "client trust". In this way we can say that to build "client trust" in our model is the blend of innovative and political trust. With a specific end goal to make it less demanding and more straightforward, we will utilize the term client confidence in the postulation.

Data Collection
According to Cresswell (2007) information accumulation is depicted as an arrangement of interconnected events and practices. The fundamental motivation behind these practices is to gather data which could be useful to discover the appropriate responses of research questions. There are various elements in any research which influence the data and information collecting methodology or technique. In a quantitative research the reasonable strategies for data gathering are experimental overviews and survey analyses (Linda et al., 2008) whereas there are numerous methodologies for data and information accumulation in a subjective/qualitative research includes observation, interview, interpreting of archives and documents (Hind et al., 2014).
The respondents have finished self-served surveys for this investigation as mean of primary data collection. The surveys will be outlined in two variants (printed and electronic copy). The electronic version is intended to expand the availability of members. This variant of the polls was forwarded to members by means of email, face book, and other possible social networks. The questionnaires were disseminated in two forms: send duplicates of the survey questionnaires to government employees by means of email and printed versions; and a link to the study has been spread in web-based social networking applications that are face book and Twitter. While as far as secondary data is concerned previous writing, survey of past research finding and literature on each observed variable has been analyzed and adopted.  ISSN 2222-1905(Paper) ISSN 2222-2839(Online) Vol.12, No.18, 2020 Blind (2007) contended that because of e-government activities the procedures in the administration divisions wind up noticeably straightforward and the component of defilement additionally decreases as well these elements also adds to the client trust. The prime objective of our first research question we needed to explore that, is there any connection between the utilization of an e-government activity and the trust of the clients? The answer of the question is satisfactory and most of the clients were settled upon the way that the use of any activity taken by NADRA in Pakistan to end up noticeably by the subjects relies on the trust of its natives in the administration of NADRA. They additionally contended that to end up plainly computerized on government level isn't just a developing marvel in the created world however it is likewise picking up consideration among the administrations of the creating scene.

User or Client Trust
We conclude from the personal experience shared by NADRA officials that their main objective is to win the trust of clients and they succeed in it up to high level. The best way or strategy in this regards that is adopted by NADRA is the awareness campaign and the importance of NADRA. Once the new undertaking starts, alternate highlights, for example, affirmation of information quality and better administration quality for the subjects added to increment both the innovative and political trust of the residents in the framework. The results in table (4.1) obtained from the gathered data for user or client trust demonstrates that they are agreed and satisfied from the e-services of NADRA. The trust of the residents in any e-government activity is critical for the convenience of the application. The NADRA officials associated with the trust of the client in the NADRA also believes to information quality and nature of administration depicted that clients trust is call attention to that the trust of the national was because of the picture of NADRA as an administration office. From our findings we could contend that, as indicated by our results in table (4.1), the client confidence in an e-government activity is essential for its utilization, besides, extraordinary measures are taken by NADRA to acquire the trust of the natives.

System Quality
Regarding the 2nd question of our research concerned, we needed to explore about the highlights of an egovernment activity and their impact on users or clients trust. These highlights are as per our research hypothesis (as shown in figures 3.2 & 3.3) the system or framework quality is among one of the highlights. Numerous researchers characterized distinctive parameters to gauge the nature of any information system quality. In this research study we concentrated on four parameters of the framework quality which are unwavering quality and steadiness of the framework, helpfulness of the framework, and usability for the client and easy to use interface of the application and the results of client's satisfaction from system quality is integrated in table (4.2). 0.910731 Probability 0.554312 To assess the significance of System or framework quality for the utilization, the citizens or clients had an accord that the framework quality has essential part for the use of an information system (also shows the findings of this study in table 4.2). Noting the particular inquiry identified with the framework nature of an e-government application and users believe, they contended that nature of framework, for example, easy to use interface, convenience, and dependability and steadiness of the framework on the whole contribute towards the handiness of the framework and consequently it expands the trust of the clients in the framework.
Additionally, it is likewise included that the e-government applications are relatively utilized by every one of the fragments of the general public including the laymen so that the usability and the advancement of easy to use interfaces must be given an exceptional consideration. The clients remarked emphatically on the connection between framework nature of an IS and the trust of the clients in the IS. From the results given in table (4.2) we could contend that great framework quality parameters in an e-government application as a key for the higher trust European Journal of Business and Management www.iiste.org ISSN 2222-1905(Paper) ISSN 2222-2839(Online) Vol.12, No.18, 2020 of the clients in the application and utilization IS in NADRA.

Discussion and conclusions
According to the model of our study, the questions of interview are thematized into the accompanying constructs or sections: client trust, framework quality, service quality, data and information quality, usage and net advantages. These six sections together depict the study plan. Each inquiry question and its response have been described in its own particular topic, by utilizing the floating content, citations and additionally tables, for the purpose to better interpret the key findings of the experimental interviews. The appropriate responses appeared in tables are the short review of the answer from every observer for the inquiries. Besides, to make an obviously enlightening introduction of the questionnaire outcomes in the accompanying floating content, we chose to utilize a four letter design referencing strategy to an observer the thought of citizens about NADRA of Pakistan. For instance, ought to be perused as the appropriate response given by observer, for the inquiry 1 of the construct "Client Trust".
Because of the inquiries of how to gain the users confidence with regards to NADRA the observer has their own particular thoughts and considering. In the point of view of the underlying trust, it is easy to gain the citizens beginning trust for NADRA as NADRA is the administration possessed IT institute, under the Interior Ministry of Pakistan. However, the rise and maintenance of the trust is the progressing procedure which isn't simple and needs more consideration. Some of the officials of NADRA concurred that starting citizen's awareness campaign could be a decent way to win both political and technical trust of the clients. They likewise included that awareness programs are propelled for the residents so they could be presented with the capacities, highlights and the advantages of the framework and experience the continuous reaction and guarantee of installment. Every one of these encounters will be the major elements of expanding citizens" trust and the satisfaction of NADRA.
To construct of framework quality in our study had three inquiries. The first was identified with the significance of framework quality in any IS, second one was identified with the impacts of framework quality on the user's or citizens trust and the last inquiry was particularly about the execution of framework quality in NADRA. With regards to the e-government applications, bad data quality may cause negative outcomes and issues, for example, the national may doubt the framework or don't trust at an indistinguishable level from earlier, that particular system's reputation may be harmed, the association may get the bad name and the administration most likely will lose the client's confidence in the new modernized technologies. Then again, auspicious, exact and significant information and data might be the reason for citizen's confidence in the e-government framework and will prompt the reliability and agreeableness of that e-government application. The framework has made the life of the general population, in both urban and country side localities, more helpful and less demanding. By utilizing NADRA clients could get facilitated with numerous arrangements under only one rooftop. The clients of the framework, who utilize it regularly, begin to trust in the framework.
Because of increment in availability and innovation foundation nationals have requested progressively and better administrations from their legislatures in light of ICT, consequently the administrations are creating and sending frameworks to convey these administrations. Additionally, the achievement of an e-government framework, especially with regards to government to citizens, is subject to the client i.e. national and not on the technical innovation (Akman et al., 2005). Customers aim to utilize an e-government framework is reliant on numerous elements and these elements are: the level of client trust, the correspondence between the framework and the customers value, beliefs, encounters and needs, and the apparent convenience of the framework (Carter & Belanger, 2005).
After the examination of the appropriate responses in the investigation identified with the primary research question, it is obvious that the administration thinks about trust of the clients or the nationals as a key for the utilization of any e-government application. As indicated by the respondents, governments or the administration starting such applications see themselves as capable to construct the trust of the clients in these activities through different means, and keep it up with the progression of time generally if not the investment as far as cash, time and human exertion could be futile. From technical perspective the administration trusts that the enhanced technical highlights, for example, framework quality and data quality could enhance the technology trust of the nationals in the framework and the measures taken to enhance the quality of administration nature of the framework add to the political trust of the nationals which they have in the legislature.
The administration of NADRA measured these the two sections of client trust, and has created procedures and did activities to keep up and enhance framework, data and administration quality of the framework. Moreover, when the clients have confidence in the framework they utilize it and can realize benefits. With regards to NADRA, administration considers that the clients of the Kiosk appreciate numerous advantages and these are confirmation of CNIC for organizations, ease of paying the bills, job creation and different purposes, like citizen's time saving, long working hours of the NADRA and so on. The examination additionally investigated that the clients who delighted with those advantages, began utilizing the framework as often as possible which demonstrates that they believe the framework and this increase trust with the progression of time.
From the above discourse and with regards to our examination we could infer that the investment by the European Journal of Business and Management www.iiste.org ISSN 2222-1905(Paper) ISSN 2222-2839(Online) Vol.12, No.18, 2020 administrations on creating, conveyance and executing e-government applications could be helpful in case that they concentrate on the ease of the nationals as a rule and build up the trust of the nationals in the applications specifically. The trust can be worked through trustworthy, steady, helpful framework gathered with opportune accessible, exact and significant information and furthermore with easy to use interface which gives convenience to the clients too.

Recommendations
The Authority has the particular staff with imperative scholastic capability and specialized abilities yet, even now the workers in NADRA Operation center does not have the proper training program concerning public administration and tackling of the issues, for example, absence of any audit over federal and local level operations. The long lines of national's in sweltering climate because of the no proper arrangement of information desk at the reception of the workplace, in this way the citizens are constrained for holding up long even to talk about their problem with the authority assigned for token issuance who needs in information because of his non-specialized hand, consequently issue gets complicated or sometimes even illicit because of lack of education.

Limitations and future research
The analysis of this study depended on the subjective research to investigate administration perspective about citizen's confidence in an e-government application. Keeping in mind the end goal to test the user's confidence in a more extensive setting of e-government activities and government to citizen's point of view, more dimensions of the field ought to be investigated and examined utilizing the model of this study. Then again, it likewise would be extremely fascinating and sensible to lead an examination in view of questionnaire surveys. This kind of quantitative investigation could be useful to assess the citizen's confidence with regards to NADRA from citizens' perspective. In addition, as the model of the study in this investigation is modified adaptation of the modernized IS achievement model, it should be tried and approved.