Page 209 - ISC PROCEEDINGS 21.4

FACTORS IMPACTING TRUST IN E-GOVERNMENT IN VIETNAM:
AN IMPLICATION OF ISSM MODEL

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Nguyen Minh Ngoc* , Tran Thi Minh Anh , Nguyen Kieu Trang , Do Khanh Van Anh ,
Pham Ngoc Duc 5
1, 2, 3, 4, 5 National Economics University, Hanoi, Vietnam.
(*E-mail: minhngocmk2005@gmail.com)

ABSTRACT
In the era of global digitalization, providing efficient administrative services is a
prerequisite for national digital transformation by 2030, which is part of the Digital
Government Development Program. This study provides empirical evidence in Vietnam
on the impact of online public administrative service experience quality on citizen trust in
e-government. A mixed-methods research proposal was developed to ensure the
comprehensiveness and reliability of the results. Initially, in the qualitative phase,
interviews with 16 public administrative officers and 20 citizens, all Vietnamese, were
conducted to refine the hypothesized measurement scale and find out new observed
variables (if any). Based on this, the quantitative phase was carried out through a survey
of 417 citizens to test the research model and evaluate the proposed hypotheses. The
analysis results show that both service quality and system quality have a positive impact
on people’s trust in e-government, with service quality being the most influential factor.
Contrastly, information quality has no influence. These findings suggest several courses of
action for enhancing the quality of the online Public Service Portal system as well as the
service provided there, which contributes to the development of e-government in
Vietnam.
Keywords: Digital experience quality; information system success model (ISSM);
online administrative service; trust in e-government.

1. Introduction
Creating an e-government system is a key part of Vietnam's National Digital
Transformation Program and will become a major focus of development within Vietnam's
government. The goal of creating an e-government system is to create a more
transparent, open and efficient public administration system while improving Vietnam's
competitiveness as a country and achieving a more sustainable and prosperous economy.
While many efforts have been made and many international communities recognize
Vietnam's creation of an e-government system, citizens' use and acceptance of online
government services is lower than expected. Based on a report by The Ministry of Science
and Technology, as of June 2025 approximately 39.5% of public service dossiers were
available to be completed online; this is far less than the goal of 80% by year's end (UNDP,
2025). The number of citizens using the National Public Service Portal (NPSP) has
increased, currently about 14% of citizens use the NPSP (UNDP, 2025).
This reluctance can be explained by the fact that trust in e-government continues to
be very low among many citizens. According to Teo et al., (2008), the development of
trust is essential to the success of e-government and is therefore created through citizens'
direct experiences with e-government services via an online platform. Trust can be
primarily created from actual experience with the e-government platforms and services

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