This research aims to develop an integrated model that combines two well-known theories, expectation-confirmation theory and technology acceptance theory 2, and trust to determine citizen’s continuance intention toward use e-government services.
In total, 711 valid questionnaires were collected using the survey questionnaire to analyze continuous intention to use e-government services of Vietnamese citizens. Besides, this study investigates the mediating effect of Perceived Usefulness and trust in the relationship with intention to continue use e-government services.
The findings indicated that intention to continue use e-government services is significantly influenced by perceived usefulness, trust and satisfaction. In addition, trust directly impacts satisfaction and continuance intention and indirectly affects these outcomes through perceived usefulness. Finally, job relevance, image, output quality and result demonstrability significantly influence perceived usefulness. This study underscores the importance of trust, highlighting that transparent communication about data security and user education can enhance continuous usage.
This study offers new insights to provide valuable guidance for developing user-friendly, secure and effective e-government applications. By improving user trust and satisfaction, e-government services can achieve higher adoption rates, leading to more efficient public service delivery.
