Examining The Impact Of E-Government Trust On E-Government Satisfaction And Continuance Intention To Use E-Government The Case Of Ho Chi Minh City, Vietnam

Abstract

As the world shifts towards digital transformation, it is becoming more and more important to understand the determinants that impact confidence among citizens, their contentment, and their readiness to continue utilising public services provided by E-government systems. It presents a significant obstacle for all governments, especially for developing nations, including Vietnam, where the implementation and ongoing use of such services offer unique difficulties. This study aims to test if the four attributes of public service via these systems, including perceived security, accountability, openness, and responsiveness, affect confidence in E government. Furthermore, the paper also aims to study the connections among confidence in E-government, contentment with E-government offerings, and the determination to keep utilizing E-government systems. The research sample consists of 558 individuals, of which 455 responses were deemed legitimate. The participants, aged between 22 and 55, are long-term residents as well as workers in Ho Chi Minh City. Data were acquired from a varied set of online users using both digital and paper-based surveys. The empirical investigation employed SPSS and SMARTPLS analytical techniques, which demonstrated that perceived security, transparency, and accountability are positively associated with public trust in the field of Electronic public services. Moreover, the level of reliance and satisfaction with E-government has a substantial effect on the continuance decision to employ E-government in a favourable way. These findings have both theoretical and practical significance for governments seeking to improve their service delivery using E-government platforms.