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

Abstract

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.

Keywords: NADRA of Pakistan, E-government services, Citizens Trust, Satisfaction, Information System Model

DOI: 10.7176/EJBM/12-18-15

Publication date:June 30th 2020