ANALYSING THE CRITICAL FACTORS INFLUENCING TRUST IN BOSNIAN AND HERZEGOVINIAN E-GOVERNMENT FROM CITIZEN PERSPECTIVE

Having its origin in public administration, trust is a significant concept in digital government research. influencing the relationships between citizens and governments. Although e-government readiness in most countries is at a high level, the adoption of e-government services is still considered tentative. A critical review of the literature suggests that this may be linked to citizens' trust in government and e-goveniment. Citizen confidence in the competence of the government and the reliability of the technology used to implement e-government initiatives is imperative to the wide-spread adoption of e-government. Thus, this paper aims to provide a critical and systematic review of the current literature on citizens' trust in e-government, with a particular focus on empirical testing of the most critical factors influencing citizens' trust in respect of the adoption of e-government in Bosnia and Herzegovina. Paper proposedan e-government trust model which consists of the following trust determinants: trust in data storage, trust in e-government services, trust in information, trust in e-government transactions, trust in e-government authorities and trust in e-government system. The survey was conducted on a sample of 553 citizens of Bosnia and Herzegovina, and SPSS was used for data processing. The survey results indicate that determinants trust in data storage, trust in information and trust in the system in BiH have a significant impact on e-government services adoption, while the following determinants are identified through literature review to have a significant influenceon e-government services adoption: perception of the use of e-government services, compatibility, ease of use, usefulness of e-government services. satisfaction with services, loyalty, etc. The main conclusion of this paper can be that successful implementation of e-government services greatly depends on citizen trust in e-government services.The model developed in this study can also be used in other similar e-government projects with the aim of testing the variable intention to use through the trust determinants in order to ensure the success of the project implementation.