The Determinants of Citizens’ Satisfaction of E-Government: An Empirical Study in Vietnam

Abstract

This research aims to identify the determinants of e-government satisfaction in Hanoi, Vietnam, and assess their impact. To collect data, we conducted an online questionnaire with citizens living in Hanoi in a time span of five weeks. We received 1,107 responses, divided into three groups: unaware, known, but not used, and used e-government. After leveraging past studies on satisfaction in different contexts, we arrived at six external variables that are of particular relevance to e-government satisfaction (i.e., efficiency, trust, reliability, convenience, citizen support, and transparency) as well as four control variables (i.e., age, gender, education level, and Internet frequency). We then applied both SPSS 22 and STATA 2016 to process and analyze the collected data and found that, while almost all external variables are statistically significant, all four control variables are not. Apart from convenience and trust, four factors -efficiency, reliability, citizens support, transparency -are important measures of system quality, information quality, service quality and relative benefits of e-government, which in turn positively and significantly impact citizens' satisfaction with the online public services. Furthermore, the efficiency variable has the most influence on customer satisfaction, and the level of impact on the dependent variable decreases in the following order: citizen support, reliability and transparency.

Understanding the Impact of e-Filing System Performance on Tax Compliance Using the DeLone and McLean Model

“…The result found that trust in e-government has no effect on user satisfaction. This finding in line with previous studies such as Santa et al (2019), Tegethoff (2019), andNguyen et al (2020). MSME taxpayers who use e-filing do not consider their trust addressed at IDGT website as e-government system, but more focus to online services in general (Santa et al, 2019).…”

The Psychological Mechanism of Internet Information Processing for Post-Treatment Evaluation

“…Developing and managing a good digital healthcare system is complex (Mathews et al, 2019). In developing a good digital government-based healthcare system in Vietnam, trust and transparency are among the most crucial factors (Nguyen et al, 2020). Indeed, effective communication through Internet channels requires public trust.…”

The psychological mechanism of Internet information processing for post-treatment evaluation: implications for healthcare system development

“…Developing and managing a good digital healthcare system is complex (Mathews et al, 2019). In developing a good digital government-based healthcare system in Vietnam, trust and transparency are among the crucial factors (Nguyen et al, 2020). Indeed, effective communication through Internet channels requires public trust.…”