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http://dx.doi.org/10.13106/jafeb.2020.vol7.no8.519

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

NGUYEN, Thuy Thu (NEU Business School, National Economics University)
PHAN, Duc Manh (NEU Business School, National Economics University)
LE, Anh Ha (School of Mathematics, Simon Fraser University)
NGUYEN, Lan Thi Ngoc (School of Accounting and Auditing, Van Lang University)
Publication Information
The Journal of Asian Finance, Economics and Business / v.7, no.8, 2020 , pp. 519-531 More about this Journal
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.
Keywords
E-government; Customer Satisfaction; Vietnam;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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