Factors influencing the intention to use and recommend e-government services among citizens: A case study in District 5, Ho Chi Minh City

Abstract

Nowadays, the use of online public services helps reduce travel time and costs for organizations and individuals insubmitting documents and receiving results; increase the publicity and transparency of administrative procedures; improve the responsibility, professional qualifications, and knowledge of information technology of the contingent of civil servants of state administrative agencies assigned to handle administrative procedures; thus, contributing to promoting socio-economic development. The main objective of this study is to explore the factors that influence the intention of citizens to use the electronic public administration services in District 5, Ho Chi Minh City. The research was conducted through a direct survey of 378 residents living in District 5. Data were processed and analyzed using SPSS and AMOS softwares. The results show that attitude, service quality, and trust in the government directly affect people's intention to use e-government administrative services. In addition, the intention to recommend others to use e-government administrative services is directly influenced by service quality, trust in the government and intention to use. This research provides valuable insights to government organizations regarding the citizens' intention to use electronic public administration services.