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reason (p-value excessed 0.5), Liang & Chen (2009) explained that long-time customers
relied on the information on other sources (e.g WOM,...) rather than that on the brand
site. This partly indicates why information quality of the Vietnam Government Portal may
not influence users’ trust on e-government, due to the frequent exposure of people to a
huge amount of relevant news on the mass media.
System Quality (SyQ) (β = 0.200) had less impact on TRU than Service Quality (SeQ)
(β = 0.328). These relationships have been proved in numerous studies, with those of
Hooda et al. (2023) and Teo et al. (2008) as examples; some of which demonstrated the
superior impact of SeQ as that of Liang & Chen (2009). The results of their research
showed that the influence of SeQ on the trust on online service suppliers nearly doubled
that of SyQMore specifically, system traits such as Reliability and Response time have a
weaker impact on the trust of citizens on e-government than service characteristics
including Responsiveness and Empathy.
4. Conclusion and implications
This study was conducted to assess the impact of the quality of online public service
experience on citizens' trust in e-government in Vietnam. The research results have
identified that service quality and system quality positively impact citizens' trust in e-
government, with the former acting as a more influential factor, indicating it is a
significant touchpoint in the public e-service process. Another significant finding is that
information quality does not affect citizen trust in e-government.
Based on the above-mentioned findings, several recommendations are proposed to
enhance citizens' trust in e-government through improving the quality of the online public
service experience.
Solutions to improve the service quality should be prioritised:
(1) To begin with, it will be necessary to develop a 24/7 Citizen Support System (CSS)
which combines human staff and A.I. These enhancements provide optimum response
time and reduce wait times significantly. Regular business hours should involve
management departments ensuring staff are present on the public service portal during
normal business hours and coordinating calls via both telephone hotlines and live chat
applications. The technology for managing citizen inquiries should include intelligent
routing technology - chatbots will automatically assist with routine inquiries, while more
complex requests will be immediately escalated to the proper Human Resource staff.
After normal business hours, virtual assistants and chatbots will answer routine inquiries,
help navigate simple processes and document requests for the following business day.
Citizens will always receive timely and uninterrupted support.
(2) Agencies should implement an automated and clear multi-channel notification
system to notify citizens on the status of their application or dossier while it is being
processed. In the online public service portal, there needs to be an option to send alerts
during key milestones as a dossier is being processed, such as when the application is
originally received, when additional documentation will be requested, when the dossier is
sent to a particular evaluation department, when the dossier has received final approval,
and when results are sent to the applicant. All notifications should be sent simultaneously
across multiple popular channels (i.e., email, SMS, etc.) in order to meet the expectations
of both timeliness and convenience. The public service portal should also have a real-time
tracking interface that displays to the user the current stage of their dossier, the
estimated time remaining before their application will be processed, and the name of the
office or official responsible for that step in their application process. Providing citizens

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