Track: Doctoral Dissertation Competition

Abstract

This article aims to conduct empirical research on the relationship between determinants of citizen relationship quality and e-government adoption. Using primary data from a cross-sectional field survey, 11 cities, towns, and districts in Tien Giang Province, Vietnam were analyzed. Statistical descriptive analysis was performed on the responses received from 529 respondents by using SmartPLS4 to evaluate the measurement and structural models. This research investigated four attributes such as perceived accountability, security, responsiveness, and transparency are some of the features studied along with their respective influences on the quality of relationships with citizens, which are drivers of e-Government adoption. This study shows that when people have positive impressions of their government regarding security, responsiveness, and transparency, they are more likely to trust and satisfy their government and use e-government services. However, there is no correlation between citizens' sense of responsibility and the quality of their interpersonal relationships. Additionally, there is a favorable correlation between relationship quality and the use of e-Government. The results provide new insight into the relationship between trust and satisfaction and the likelihood of using e-Government services. This research contributes to our understanding of what makes relationships flourish by delving into the dynamics between four factors: responsibility, security, responsiveness, and transparency. The findings aid practitioners like government agencies in better-comprehending e-service delivery, which in turn promotes more widespread use of e-government.