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An essential element of successful e‐commerce is building relationships with consumers. All relationships are based upon trust and in the online B2C environment the absence of physical cues increases the reliance upon other elements to convey integrity and engender trust. Isolates and examines three components identified in earlier studies as areas of consumer concern. Within these parameters a number of consumer characteristics potentially might affect trust levels; this initial exploratory study examines whether consumer trust appears to vary by gender, and it is the authors’ intention to investigate other characteristics in future studies. Seeks to evaluate whether consumer trust is increasing or declining and whether one or other gender might potentially be more responsive to e‐marketing activities. Earlier studies suggest discernable differences between male and female perceptions of online shopping; however, the present study detects only minor (insignificant) gender‐based variations, registering a high level of concern overall, regardless of gender.

The purpose of this paper is to further understanding of citizens' attitudes towards electronic government (e‐government) and e‐governance.

A quantitative study was conducted of 3,000 citizens of a relatively prosperous town in South‐East England. A 10 per cent response rate provided 302 completed questionnaires; 216 users of e‐government portals and 86 non‐users.

Findings indicate that whilst interest in e‐government is generally low overall, users appreciate personalisation, user‐friendliness and the ability to communicate. Users and non‐users perceive moderate value in e‐government for knowledge acquisition and communication, but little as a vehicle of democratic engagement. Those using e‐government frequently are more positive than other groups.

The relatively low‐response rate (though not unusual for quantitative methods) suggests a general lack of interest; however users of e‐government are appreciative of a few, key benefits. In relation to enhancing participation, the findings suggest that Government ambitions far outstrip those of its citizens. To improve usage, the authors propose that non‐users need to be tempted online in a secure environment, that users should be provided with personalised pages in line with their expectations, that elected members should be encouraged to view with web as a means of reaching out to voters and that citizens should be educated in exploiting the potentially valuable online tools to enhance participation. The study is limited by the exclusive use of quantitative methods; the outcomes suggest that further, qualitative, research could be valuable in exploring user needs, motivations, competence, and level of political engagement.

The paper adds insight into citizens' attitudes towards e‐government and e‐governance.