Analyzing Influencing Factors on Citizens' Trust and Satisfaction

Understanding the general linkage between citizens' political efficacy and their satisfaction with and trust in local administrative units is essential to understand the consequences of administrative decision-making. This article offers a SEM approach that shows how citizens' political efficacy, i.e. through secure e-Government services, affects satisfaction with and trust in their administrative units. The authors present initial insights into the effects of political efficacy on citizens' satisfaction with and trust in their local administrative units. They show that a high perceived feeling of being able to influence administrative and political work within a local environment increases citizens' evaluations of both satisfaction and trust.