Unlocking e-government adoption: Exploring the role of perceived usefulness, ease of use, trust, and social media engagement in Vietnam

Abstract

E-government is a global project that uses information and communication technology to deliver services, with the goal of improving public interactions and encouraging open innovation. Although the adoption of e-government services is critical for reaping their benefits, insufficient attention has been paid to the demand side, namely, how people use the system. To address this gap, we investigate how perceived utility and perceived ease of use, as key elements of the technology acceptance model, influence users’ satisfaction, desire to engage with social media, and adoption of e-government services. Understanding the interplay between the determinants, as well as use of social media and e-government adoption, is critical, given the efforts to use social media to encourage greater citizen participation and efficient service delivery by the governments of many countries, including Vietnam. The study contributes to the literature by investigating these interactions in an emerging country and making recommendations to make e-government more effective.