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

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.