Integrating trust in e-government as a moderator into the technology acceptance model: evidence from Vietnam

Purpose This study aims to examine citizens’ intentions to use e-government services (IES) in Vietnam by extending the Technology Acceptance Model (TAM). Specifically, it investigates the influence of perceived usefulness (PU) and perceived ease of use (PEOU) on attitude toward e-government service (ATT) and the moderating effect of trust in e-government (TR) in the relationship between ATT and IES. Design/methodology/approach A quantitative research design was employed using survey data collected from 301 Vietnamese citizens. The PLS-SEM technique was applied to analyze the proposed relationships. The study examined both the direct effects of PU and PEOU on ATT and IES, as well as the moderating role of TR in strengthening the link between ATT and IES. Findings The results indicate that PU and PEOU significantly and positively affect ATT. Attitude, in turn, has a positive influence on IES. Moreover, TR in e-government positively moderates the ATT-IES relationship, which means that higher levels of trust reinforce the likelihood of e-government use by citizens. Originality/value This study contributes an extension of the TAM by incorporating trust as a moderating factor in the e-government adoption context of a developing country. It contributes to theory in terms of adding value to the existing knowledge by demonstrating how usefulness, ease of use and trust perception by citizens combine to affect e-government adoption intentions. Practically, the findings provide helpful suggestions for policymakers and public managers to develop strategies that increase citizens’ trust and satisfaction and thereby the overall quality and adoption of e-government services in Vietnam.