Trust, justice and the continued use of e-filing

This exploratory study examines the influence of trust and justice dimensions towards the government and the continued usage of the e-filing system. Partial least squares were used for the data analysis. The results provide evidence that trust and distributive justice are important factors in the continued use of e-filing systems. However, distributive and procedural justice does not have any influence on the perceptions of trust of users of the e-filing systems. Thus, to establish a high level of trust and distributive justice with the citizens who use their e-filing systems, government authorities need to establish good communication with them, and offer honest justifications and explanations to them. The government also needs to tailor their online services such as e-filing to accommodate the needs of different user groups.