Building electronic government (E-Government) successfully is a big challenge for leaders and policymakers of many countries in the world, especially developing countries such as Vietnam. They still have difficulties in determining the goals and planning the strategy for building e-Government.
Lao Cai province has taken steps to build its e-Government firmly and sustainably based on Microsoft Connected Government Framework (CGF). Lao Cai province’s electronic portal which has 30 channels of information on special subjects, 35 state-owned units participated in Question &; Answer Module, and 42 member electronic portals of state-owned units has become the official information channel on the Internet of the province after four years of operation. It is a place for people and businesses to discuss and use online public services provided by state agencies.
Currently, only assessment reports issued by Governmental agencies as the representative of service supplier. In the meanwhile, from the users or citizens themselves, there has been no study, investigation or assessment of current situation as well as research for factors affecting the citizens'' acceptance of e-Portal in Lao Cai in general and Online Question and Answer Module in particular.
The research focuses on identifying factors which affect people’s acceptance of “Online Question and Answer Module” (Q&;A Module) on the portal. After creating the theoretical model, through Lisrel software, the study has designed and evaluated the scale of factors affecting people’s acceptance of “Online Question and Answer Module”. The result is showed that it is a high reliable scale to verify the theoretical model of the topic. Basing on the result of study, the thesis suggests a number of solutions in order to improve the acceptability of Online Question and Answer Module on Lao Cai Electronic Portal in Lao Cai province.

ABSTRACT i
ACKNOWLEDGMENTS iii
Table of Contents iv
LIST OF TABLES vi
LIST OF FIGURES vii
Chapter 1 Introduction 1
1.1. Research Background 1
1.1.1 General information of e-Government 1
1.1.2 E-Government in Viet Nam 1
1.1.3 E-Government, Public online service, and Online Question and Answer Module in Lao Cai 3
1.1.4 Research Motivation 4
1.1.5 Research Purpose and Research Questions 5
1.1.6 Research Procedure 6
Chapter 2 Literature Review 7
2.1 E-Government 7
2.2 Service in e-Government 8
2.3 Online Question and Answer Module 9
2.3.1 Government-to-Citizen 9
2.3.2 Online Question and Answer Module 9
2.3.3 Description of procedure for program’s transaction 12
2.4 Technology Acceptance Model (TAM) 14
2.5 Structural equation modeling (SEM) 15
Chapter 3 Research Method 17
3.1 Research Model 17
3.2 Research Hypotheses 18
3.3 Variable Definitions and Measures 19
3.4 Research Questions 21
3.5 Research Sampling 23
3.6 Tool development 23
3.7 Research methodology 24
3.7.1 Descriptive Statistics 24
3.7.2 Factor Analysis 24
3.7.3 Regression Analysis 24
Chapter 4 Data Analysis and Result 25
4.1 Descriptive Statistics 25
4.2 Factor Analysis 26
4.3 Reliability Analysis of the Variables 27
4.4 Descriptive statistics of study variables 29
4.5 Hypothesis testing 30
Chapter 5 Conclusions and Suggestion 34
5.1 Conclusions 34
5.2 Organizational Implications 36
5.3 Limitations 36
5.4 Suggestions 37
5.5 Future Study 37
References 39
APPENDIX 42
QUESTIONARIRE 44

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