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While there has been no universally accepted definition for e-government, there is a
general agreement in most studies examining e-government that it has made it easier and
faster for citizens and businesses to access the government’s information and services
(Layne & Lee, 2001; Fang, 2002).
According to Decree No. 43/2011/ND-CP, the Vietnamese government defined
online public administrative services to be public administrative services and other
services performed by the state for organisations and individuals over a network. From
the above definition, it can be seen that online public administrative services are among
the services provided by the government via the Internet. Furthermore, online public
administrative services act as the direct point of interaction between the government and
citizens, as well as businesses (Layne & Lee, 2001). Therefore, the quality of citizens'
experience with online public administrative services can influence their perceptions,
attitudes, and trust in e-government, which is the entity directly providing these services.
Several recent studies have demonstrated the impact of online public administrative
services on e-government (Indama, 2023; Taufiqurokhman et al., 2024). Consequently, it
can be concluded that the success of e-government depends heavily on the quality of
online public administrative service delivery.
2.2. Information systems success model (ISSM)
The ISSM was created by DeLone and McLean in 1992 to assess how quality affects
information systems in several different dimensions. It has since been updated (DeLone &
McLean; 2003) to include three main independent variables: Information Quality, System
Quality, and Service Quality. Each of these elements impacts each user differently
(DeLone & McLean, 2003). The ISSM is among the most often used models to describe the
impact of quality on customer satisfaction and how often customers use information
systems. It is used as the foundation of theoretical frameworks for measuring system
quality by researchers from many different areas of study (Alzahrani et al., 2019; Chen et
al., 2015; Cho et al., 2015).
Information Quality relates to the content produced by the system and how useful
that content is to the user (Urbach & Muller, 2011). Information Quality, as measured in
terms of the dimensions of its accuracy, timeliness, completeness, relevancy, and
consistency (Yabuku & Dasuki, 2018), influences the entire customer experience through
providing customers with clear, accurate information that contributes to providing
customers with an efficient experience and, therefore, greater satisfaction. Particularly
with regard to online public administrative services, accurate, synchronized, and current
information minimizes the potential for citizens' confusion regarding the actual steps
involved in carrying out the procedure correctly (Venkatesh et al., 2012).
Six components of a system's quality can be assessed by system quality: Ease of use,
functionality, reliability, flexibility, data quality, and portability, integration capability, and
the overall importance of the system (DeLone & McLean, 2002). Frequent malfunctions,
security holes, or other defects in a system reduce user willingness to use the system and
decrease their trust in the provider of that service. Well-designed and implemented
online public administrative service websites will lead to greater feelings of safety among
citizens using those services (Chan et al., 2025).
Service quality refers to how well a service meets or exceeds the expectations set by
the customer (Zaied, 2012). Service quality can be assessed through the category
"quality" according to Yabuku (2018); however, the extent of this category is based on
five distinct variables defined as tangibles, reliability, responsiveness, assurance, and

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