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H2: A more positive citizen evaluation of the System Quality of online public administrative
services will strengthen their trust in e-government.
Numerous recent studies have shown that service quality affects the level of trust
citizens have in e-government services (Hooda et al., 2023; Lee et al., 2011;
Taufiqurokhman et al., 2024). An online administrative process that provides users with
both comprehensive information and stable system operations helps to improve users'
experiences and creates higher satisfaction with the service, and thus will ultimately
develop people's trust in digital government architecture. Therefore, the research team
hypothesizes:
H3: A more positive citizen evaluation of the Service Quality of online public administrative
services will strengthen their trust in e-government.
Based on the proposed research hypotheses, the conceptual research model is
illustrated as follows:

Figure 1. Proposed research model
Source: Research team’s synthesis, 2026
2.4. Research methodology
Qualitative and quantitative types of research methods were utilized to obtain a
comprehensive analysis of the relationship between online public administration Services
(OPAS) experience and consumer trust in e-government.
2.4.1. Qualitative research
Within the qualitative research phase, a questionnaire was used to pre-test or
assess the alignment of measurement scales with actual user experience as well as add
additional narrative questions regarding the OPAS use behaviour and to verify what
citizens' real-life limitations are when accessing these services. The research sample was
selected using a random convenience sampling technique.
The team conducted the pre-tests using two different types of users. The first group
consisted of 16 government officials who were involved (for instance) in the receipt and
processing of public access administrative documents within a service provision agency.
These users were chosen because they have extensive knowledge, experience, and skills
in providing offline public access administrative Services before the establishment of an
online public service access system. The second group consisted of 20 Vietnamese citizens
who had already used the online public service access system (OPAS). We selected this
group because they would have first-hand experience with the use of the OPAS. By
conducting pre-testing with two different groups of users, we were therefore able to limit
the chance of any one-sided bias against our OPAS and have a more accurate
representation of how OPAS is provided and used in Vietnam overall. In the pre-testing
phase, we collected data from all users via computer notes and audio recordings to

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