Revisiting e-government and public trust relationship: does higher maturity of e-government promote greater trust in public officials?

Purpose This study examines the underexplored relationship between e-government maturity and public trust in government employees, rather than trust in government institutions. Focusing on Indonesia, this study aims to understand whether digital transformation in public services translates into greater perceived integrity of individual bureaucrats. Design/methodology/approach Using the e-Government Maturity Index (SPBE index) from the Ministry of State Apparatus Utilization and Bureaucratic Reform (Kementerian PANRB) and survey data from Statistics Indonesia, this study applies an ordered probit regression model to account for ordinal trust levels. An instrumental variable approach addresses potential endogeneity between e-government maturity and trust. Findings The findings of this study show that higher e-government maturity is significantly associated with lower trust in government employees. This counterintuitive effect can be explained by increased visibility and higher expectations of bureaucratic performance through digital platforms, which may highlight inefficiencies or inconsistencies in service delivery. This effect is stronger among residents of Java, women and urban populations, highlighting uneven public perceptions shaped by digital change. Originality/value This study shifts the focus of e-government research from institutional trust to trust in public servants. Theoretically, this paper contributes to understanding how digital transformation interacts with citizen perceptions, suggesting that technological advancement alone may not enhance trust without accompanying improvements in bureaucratic behavior and institutional practices. This study provides empirical evidence from a developing country context, revealing that digital advancement alone may not foster bureaucratic trust and emphasizing the need for broader institutional and behavioral reforms.