Citizen Satisfaction with Online Public Administration Services and Trust in e-government: The Role of Perceptions

Abstract

Improving the quality of online public administration services is an urgent requirement in the national digital transformation process to help Vietnam becomes a digital country. This study analyzes the influence of perceptions of online public administration services (OPAS) on satisfaction with the services and trust in e-government, based on a survey of 417 Vietnamese citizens. The results show that Perceived Usefulness and Perceived Ease of use positively influence satisfaction with OPAS, and satisfaction with OPAS has a positive impacton e-government. Besides,Perceived Risk negatively affected satisfaction with OPAS. From there, the study proposed recommendations to improve the quality of online public administrative services and strengthen public trust in e-government.