Title: Trust and user adaptation: driving continuous e-government use in Vietnam

Authors: Nhat-Phuong Vu; Cam-Tu Tran Hoang; Nhu-Ty Nguyen; Bình-Nguyen Vu Thi

Addresses: Faculty of Business Administration, Nguyen Tat Thanh University, Ho Chi Minh City, 70000, Vietnam ' Faculty of Business Administration, Nguyen Tat Thanh University, Ho Chi Minh City, 70000, Vietnam; School of Business, International University, Vietnam National University, Ho Chi Minh City, 70000, Vietnam ' School of Business, International University, Vietnam National University, Ho Chi Minh City, 70000, Vietnam ' Accounting Faculty, Ton Duc Thang University, Ho Chi Minh City, 700000, Vietnam

Abstract: This research aims to examine how citizens continue to use e-government services. The study uses a qualitative approach to refine the questionnaire, followed by a quantitative study involving 328 Ho Chi Minh City citizens to evaluate the framework based on the Integrated Model of Expectation Confirmation Model and the Social Cognitive Model. The analysis shows that trust and computer self-efficacy positively affect user adaptation. Confirmation, perceived usefulness and satisfaction also influence continued use. The study also highlights the role of user adaptation in citizens' continuous use and it identifies three issues on which policymakers need to focus when building an e-government system, including ensuring transparency, regular evaluation and providing support tools for people to adapt easily to e-government. Furthermore, building an interactive feedback system to improve customer support can be useful. Future studies could explore a larger scale and include additional constructs in their investigations.

Keywords: Vietnam's e-government; continuance using intention; trust; user adaptation; satisfaction; computer self-efficacy.

DOI: 10.1504/JGBA.2023.141427

Journal for Global Business Advancement, 2023 Vol.16 No.4, pp.582 - 608

Received: 26 Apr 2024
Accepted: 19 May 2024
Published online: 12 Sep 2024 *

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