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empathy of the system support provided. If users receive not only the basic service but
additional "unexpected" features from a service, they will be more satisfied with the
service. Online public administrative Services are designed to provide users with
administrative support; thus, they are designed to provide services conveniently, quickly,
and effectively (Chan et al., 2020).
2.3. The relationship between information systems success and trust in e-
government
The DeLone and McLean's Information Systems Success Model (ISSM) has become a
popular framework for assessing how quality impacts on e-Government's information
systems (Abdulkareem & Ramli, 2021). Abdulkareem & Ramli (2021) went on to state that
the effectiveness of public IT projects could be determined through an understanding of
how individual and combined effects of the system quality dimensions, which includes
information quality, system quality and service quality, create an overall outcome for the
e-government. Trust then acts as the mechanism that mediates the influence of these
quality dimensions on successful e-government outcomes. Consequently, the presence of
trust is critical for creating public value and, therefore, is a key condition for achieving e-
government success (Karunasena & Deng, 2012).
The empirical data available also supports this assertion. More specifically, the
study conducted by Teo et al. (2008) provided evidence that the quality constructs of the
ISSM have a positive connection to trust in e-government. However, this influence is
indirect through the establishment of trust in e-government websites, which is a
mediating variable, and there is a positive correlation between these two variables as well.
Newer literature has also added to these findings. In their study, Abdulkareem & Ramli
(2021) determined that there was a direct connection between the system quality
variables and trust in e-government, with the highest levels of statistical significance
found primarily for information quality and service quality. Hooda et al. (2023), through
conducting a meta-analysis involving 67 previously published articles along with structural
equation modelling, confirmed the existence and statistical significance of the
relationship between information quality, system quality, service quality, and trust in e-
government. Despite being related, the degree of each quality dimension's influence on
citizens' trust differs greatly.
Regarding the success of an e-government system, one of the most important
factors is Information Quality (Scholl et al., 2009). If a website provides accurate
information that is clearly presented, it allows citizens to perform administrative
transactions faster and builds greater confidence in the online public service system,
which will ultimately lead to trust in the e-government itself. A number of previous
studies have also indicated that the quality of the information posted on an e-
government affects the effectiveness of an e-government (Ayyash et al., 2013; Lee & Levy,
2014). Based on these findings, the research team will develop the following hypothesis:
H1: A more positive citizen evaluation of the Information Quality of online public
administrative services will strengthen their trust in e-government.
The system's quality plays an important role in establishing users' or citizens'
confidence and trust towards e-government; (Ayyash et al., 2013; Weerakkody et al.,
2016). When system quality improves in public online administrative systems, the amount
of citizen satisfaction and trust that they place in the e-government, the organization that
provides public services, increases. Thus, the research team has developed the following
hypothesis:

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