Essential factors driving the adoption of online public services among Hanoi’s citizens

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. https://doi.org/10.1016/0749-5978(91)90020-T

Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40, 125-138. https://doi.org/10.1016/j.jretconser.2017.08.026

Aljazzaf, Z. M., Ayad, S., & Sarfraz, M. (2020). E-Participation Model for Kuwait e-Government. International Journal of Advanced Computer Science and Applications, 11(2). https://doi.org/10.14569/IJACSA.2020.0110226

Alkraiji, A. I. (2020). An examination of citizen satisfaction with mandatory e-government services: Comparison of two information systems success models. Transforming Government: People, Process and Policy, 15(1), 36-58. https://doi.org/10.1108/TG-01-2020-0015

Bertot, J. C., Jaeger, P. T., & Hansen, D. (2012). The impact of polices on government social media usage: Issues, challenges, and recommendations. Government Information Quarterly, 29(1), 30-40. https://doi.org/10.1016/j.giq.2011.04.004

Birkland, T. A. (2019). An introduction to the policy process: Theories, concepts, and models of public policy making (5th ed.). Routledge. https://doi.org/10.4324/9781351023948

Chen, L., & Aklikokou, A. K. (2020). Determinants of e-government adoption: Testing the mediating effects of perceived usefulness and perceived ease of use. International Journal of Public Administration, 43(10), 850–865. https://doi.org/10.1080/01900692.2019.1660989

Chen, Q., Zhang, Y., & Evans, R. (2024). Local government social media use, citizen satisfaction, and citizen compliance: Evidence from the COVID-19 outbreak in Shanghai. International Journal of Disaster Risk Reduction, 101, 104238. https://doi.org/10.1016/j.ijdrr.2023.104238

Choi, J. (2022). Enablers and inhibitors of smart city service adoption: A dual factor approach based on the technology acceptance model. Telematics and Informatics, 75, 101911. https://doi.org/10.1016/j.tele.2022.101911

Choi, J.-C., & Song, C. (2020). Factors explaining why some citizens engage in e-participation, while others do not. Government Information Quarterly, 37(4), 101524. https://doi.org/10.1016/j.giq.2020.101524

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008

Hooda, A., Gupta, P., Jeyaraj, A., Giannakis, M., & Dwivedi, Y. K. (2022). The effects of trust on behavioral intention and use behavior within e-government contexts. International Journal of Information Management, 67, 102553. https://doi.org/10.1016/j.ijinfomgt.2022.102553

Hooda, N. A., & Singla, M. L. (2018). Investigating the impact of metaphors on citizens’ adoption of e-governance in developing countries: An empirical study. Transforming Government: People, Process and Policy, 13(1), 34-61. https://doi.org/10.1108/TG-04-2018-0026

Horst, M., Kuttschreuter, M., & Gutteling, J. M. (2007). Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands. Computers in Human Behavior, 23(4), 1838-1852. https://doi.org/10.1016/j.chb.2005.11.003

Hung, S.-Y., Chen, K., & Su, Y.-K. (2020). The effect of communication and social motives on E-government services through social media groups. Behaviour & Information Technology, 39(7), 741-757. https://doi.org/10.1080/0144929X.2019.1610907

Janssen, M., Rana, N. P., Slade, E. L., & Dwivedi, Y. K. (2018). Trustworthiness of digital government services: Deriving a comprehensive theory through interpretive structural modelling. Public Management Review, 20(5), 647-671. https://doi.org/10.1080/14719037.2017.1305689

Khan, S., Umer, R., Umer, S., & Naqvi, S. (2021). Antecedents of trust in using social media for E-government services: An empirical study in Pakistan. Technology in Society, 64, 101400. https://doi.org/10.1016/j.techsoc.2020.101400

Kulal, A., Rahiman, H. U., Suvarna, H., Abhishek, N., & Dinesh, S. (2024). Enhancing public service delivery efficiency: Exploring the impact of AI. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 100329. https://doi.org/10.1016/j.joitmc.2024.100329

Kumar, S., Goel, U., Joshi, P., & Johri, A. (2024). Factors affecting information & communication technology (ICT) adoption among MSMEs. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100205. https://doi.org/10.1016/j.joitmc.2023.100205

Kwilinski, A., Szczepanska-Woszczyna, K., Lyulyov, O., & Pimonenko, T. (2024). Digital public services: Catalysts for healthcare efficiency. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 100319. https://doi.org/10.1016/j.joitmc.2024.100319

Ma, L., & Wu, X. (2020). Citizen engagement and co-production of e-government services in China. Journal of Chinese Governance, 5(1), 68-89. https://doi.org/10.1080/23812346.2019.1705052

Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709-734. https://doi.org/10.2307/258792

Moghaddam, B. K, & Khatoon-Abadi, A. (2013). Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, 37(11), 1083-1094. https://doi.org/10.1016/j.telpol.2013.02.005

Nguyen, T. T., Phan, D. M., Le, A. H., & Nguyen, L. T. N. (2020). The determinants of citizens’ satisfaction of e-government: An empirical study in Vietnam. The Journal of Asian Finance, Economics and Business, 7(8), 519-531. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.519

Nguyen, N. T. A, & Nguyen, T. H. (2023). Factors affecting the behavior of people using online public services in Ho Chi Minh City. Journal of Economics and Business Administration, 26, 131-141.

Nguyen, T. T. U., Nguyen, P. V., Huynh, H. T. N., Vrontis, D., & Ahmed, Z. U. (2023). Identification of the determinants of public trust in e-government services and participation in social media based on good governance theory and the technology acceptance model. Journal of Asia Business Studies, 18(1), 44-61. https://doi.org/10.1108/JABS-04-2023-0160

Nguyen, T. U. T, Nguyen, V. P., Huynh, T. N. H., Truong, G. Q., & Do, L. (2024). Unlocking e-government adoption: Exploring the role of perceived usefulness, ease of use, trust, and social media engagement in Vietnam. Journal of Open Innovation: Technology, Market, and Complexity, 10(2), 100291. https://doi.org/10.1016/j.joitmc.2024.100291

Ninčević Pašalić, I., & Ćukušić, M. (2024). Understanding E-participation adoption: Exploring technological, organizational, and environmental factors. Technological Forecasting and Social Change, 207, 123633. https://doi.org/10.1016/j.techfore.2024.123633

Nzaramyimana, L., & Susanto, T. D. (2019). Analysis of factors affecting behavioural intention to use e-government services in Rwanda. Procedia Computer Science, 161, 350-358. https://doi.org/10.1016/j.procs.2019.11.133

Piehler, R., Wirtz, B. W., & Daiser, P. (2016). An analysis of continuity intentions of e-government portal users. Public Management Review, 18(2), 163–198. https://doi.org/10.1080/14719037.2014.965270

Porumbescu, G. A. (2016). Comparing the effects of e-government and social media use on trust in government: Evidence from Seoul, South Korea. Public Management Review, 18(9), 1308-1334. https://doi.org/10.1080/14719037.2015.1100751

Rogers, E. M. (2003). Diffusion of Innovations. Free Press.

Tejedo-Romero, F., & Araujo, J. F. F. E. (2020). E-government-enabled transparency: The effect of electoral aspects and citizen’s access to Internet on information disclosure. Journal of Information Technology & Politics, 17(3), 268-290. https://doi.org/10.1080/19331681.2020.1713958

Venkatesh, V., & Davis, F. D. (2000) A theoretical extension of the Technology Acceptance Model: Four longitudinal field studies. Management Science, 46(2),186-204. https://doi.org/10.1287/mnsc.46.2.186.11926

Ventre, I., & Kolbe, D. (2020). The impact of perceived usefulness of online reviews, trust and perceived risk on online purchase intention in emerging markets: A Mexican perspective. Journal of International Consumer Marketing, 32(4), 287-299. https://doi.org/10.1080/08961530.2020.1712293

Wirtz, B. W., Langer, P. F., Göttel, V., & Thomas, M.-J. (2020). Public social media services: A Citizen’s perspective. Public Performance & Management Review, 43(6), 1342-1358. https://doi.org/10.1080/15309576.2020.1760112

Wu, I.-L., & Chen, J.-L. (2005). An extension of Trust and TAM model with TPB in the initial adoption of online tax: An empirical study. International Journal of Human-Computer Studies, 62(6), 784-808. https://doi.org/10.1016/j.ijhcs.2005.03.003

Zahid, H., Ali, S., Abu-Shanab, E., & Javed, H. M. U. (2022). Determinants of intention to use e-government services: An integrated marketing relation view. Telematics and Informatics, 68, 101778. https://doi.org/10.1016/j.tele.2022.101778