Digital Empowerment in Vietnam: How Public Sector Innovation Boosts Citizen Satisfaction

Abstract

This research delves into the transformative potential of digital innovation in the public sector, particularly in Vietnam, and its profound implications for enhancing citizen satisfaction and trust. This is a pivotal moment with significant implications. The global shift towards digitalizing government operations hinges on how these investments and initiatives reshape public perceptions and usage of government services. Our empirical exploration of the relationships among public awareness of digital transformation, digital services accessibility and convenience, digital services quality, citizen satisfaction, and citizen trust, using SEM analysis, reveals a promising model fit. The results indicate that increased public awareness, enhanced digital services accessibility and convenience, and improved perceived digital services quality all contribute to and significantly predict higher citizen satisfaction and trust levels. These findings underscore the multi-dimensional nature of the digital transformation of the public sector and its potential to foster efficiency, participation, satisfaction, and trust among citizens. This research enriches the digital governance literature and offers practitioners, scholars, and policymakers valuable insights. The message is clear: Strive for digital transformation strategies beyond surface-level changes. They should be comprehensive regarding user-centric service design and delivery, transparent communication, and continuous improvement. This approach holds the promise of reaping the benefits of efficiency and improved citizen-government relations.