Factors influencing citizens' satisfaction with the use of E-government services in Vietnam: The role of effort expectancy and performance expectancy

Abstract

Amid Vietnam's accelerating national digital transformation, improving citizen satisfaction with e-Government services is a core objective of public administration reform. This study investigates the key determinants of such satisfaction by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) with constructs from the Information System Success Model (ISSM) and non-technological factors including trust, support, and information quality. Data were collected over six months from 487 citizens in both urban and diverse localities (rural and mountainous provinces). Findings reveal that performance expectancy and effort expectancy are the strongest direct predictors of satisfaction. Information quality and support exert indirect effects, with performance expectancy mediating the impact of information quality. The research contributes to theory by enriching the UTAUT framework in an e-Government context, replacing usage intention with satisfaction to better capture the nature of public services, and uncovering the indirect influence mechanism of information quality on satisfaction.