Abstract
Purpose. The purpose of this study was to explore Vietnamese users' perceptions about e-government services and to identify important factors associated with users' expectations. Accessibility, interactivity, confidentiality, and civic engagement were hypothesized to be important contributing factors to the use of e-government services. In addition, the research focused on perception differences for private, government, and student users. The goal was to understand users' expectations of e-government services in Vietnam. Theoretical Framework. The framework for this research was anchored by innovation diffusion theory and quality management theory. Innovation diffusion theory was used to predict the adoption of technological innovation in the e-government setting, while quality management theory was used to understand the requirements for e-government service improvements. In addition, the concept of civic engagement studied by several scholars was used to support e-government services as an innovative tool to catalyze public trust and promote a democratic landscape for the government. Methodology. A survey was used to identify the factors contributing to the use of e-government services. The survey was informed by previous studies in information systems, e-commerce, and e-government. It was sent to three selective groups in Danang City: government staff, private employees, and students. All participants were asked to express their opinion about e-government services through 40 questions on a 5-point Likert scale. Findings. Accessibility, interactivity, confidentiality, and civic engagement are important contributing factors to the use of e-government services. In particular, the younger users believed that building trust and confidence with public services is an essential factor when providing e-government services. Government staff indicated that accessibility and interactivity are key factors to determine an effective and efficient user interaction with e-government services. Conclusion and Recommendations. To maximize the success of e-government services, the Vietnamese government must pay attention to key factors that lead to sufficient and effective service delivery to citizens, specifically accessibility, interactivity, confidentiality, and civic engagement in the e-government setting. Also, the government must ensure that the citizens are aware of e-government services, capable of using information and communication technologies, and have adequate interaction with e-government. Furthermore, building trust in e-government services for younger users would result in trust in the government of Vietnam.