Public transit system web sites have become a tool of choice for many citizens to obtain transit route information and to assist with trip planning. For many of these citizens, the web interface has become the only method of communication with the public service agency and the primary method of obtaining information about transit services. This model-based, multi-method study analyzes of data from more than 450 survey respondents and 155 focus group participants, seeks to understand the end user citizen trust experience in their interaction with e-government transit web sites. Results of this e-service study provide useful insights into how citizen perceptions of the transit service and transit agencies are affected through web site e-service use.
Burkhard, Richard and Schooley, Benjamin
"Public Use of an Online Advanced Traveler Guidance Information System: Trust in the e-Service and the Agency,"
Journal of International Technology and Information Management: Vol. 21
, Article 6.
Available at: http://scholarworks.lib.csusb.edu/jitim/vol21/iss4/6