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Chapter 5. Final Study Analysis, Findings and Discussion Adoption, Diffusion and Use of E-government
Hassan Al-Zaabi Services in Abu Dhabi Police Force
earlier in the compatibility section, that e-services were not compatible with some of the staff work
routine.
5.2.3.6 Trust of E-service and Government
Trust “in online environments is based on beliefs in the trustworthiness of a trustee, which is composed
of three distinct dimensions: integrity, ability, and benevolence” Gefen et al. (2008: 276). Similar to
previous departments, two main categories were formed in this section which are; trust of higher
management and reliability of e-services.
(i) Trust of higher management in ADPF: 40/50 have used the e-services, however, most
participants whether using the e-service or not showed trust towards ADPF. Some were satisfied by
answering that they are not sure about it or they do not have the knowledge to answer this question.
Others were confident and talked about faith and loyalty. An example of one of the male participants
said that “…I don‟t know if it is safe, but I trust ADPF, I will be always loyal to them even after I
retire…” (Male, 31-40, high school, low level, 2-3 years of internet experience). Trust, faith, loyalty
were stated a lot is interviews and showed how staff members trust the organisation and even the
government.
(ii) Reliability and reputation of e-services: three groups were formed when reliability and
performance of the current e-services were discussed. The first group was the choice of the majority of
participants who have used the e-services, and have high level of education and internet experience;
which showed trust, support and confidence with the e-service performance and outcomes.
The second group are young, low educated levels and uncertain individuals. They claimed not knowing
a lot about the performance and outcomes of e-services and not being sure of the use of e-services due
to very little use of them.
The third group, which was the minority, belonged to older staff members from both genders, with low
levels of education and little internet experience. They emphasised not using e-services due to its
reliability; thereby preferring to utilise manual paper procedures or face to face interaction. This was
also discussed in previous sections; relative advantage and perceived usefulness.
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