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研究生: 黃文俠
研究生(外文): Hoang Van Hiep
論文名稱: A Study of Citizen Satisfaction for Online Business License Registration Service in Vinh Phuc
論文名稱(外文): A Study of Citizen Satisfaction for Online Business License Registration Service in Vinh Phuc
指導教授: Chen-Kuo Yu
指導教授(外文): Chen-Kuo Yu
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 2011
畢業學年度: 99
語文別: 英文
論文頁數: 85
中文關鍵詞: Perceived UsefulnessPerceived Ease of UsePerceived Information QualityPerceived ReliabilityService Qualitye-GovernmentCitizen Satisfaction
外文關鍵詞: Perceived UsefulnessPerceived Ease of UsePerceived Information QualityPerceived ReliabilityService Qualitye-GovernmentCitizen Satisfaction
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Information and Communication Technology (ICT) have recently affected strongly on every field in the society in Vietnam, and govrnment in particular. With the support of information and communications technology that more and more factors based on that have significantly improved citizen satisfaction in e-govenment. The purpose of this study is to explore and investigate empirically the relationship between perceived usefulness, perceived ease of use, perceived information quality, perceived reliability and service quality to use e-government to gather information and conduct transactions by Vinh Phuc citizens, business,... etc.
The results of data analysis have revealed that Vinh Phuc citizens perceive that the e-government system is useful, easy to use, and to some extent has a high level of information quality. The results have also showed that there is a significant positive relationship between perceived usefulness, perceived ease of use and perceived information quality and intention to use e-government service for gathering information.


Information and Communication Technology (ICT) have recently affected strongly on every field in the society in Vietnam, and govrnment in particular. With the support of information and communications technology that more and more factors based on that have significantly improved citizen satisfaction in e-govenment. The purpose of this study is to explore and investigate empirically the relationship between perceived usefulness, perceived ease of use, perceived information quality, perceived reliability and service quality to use e-government to gather information and conduct transactions by Vinh Phuc citizens, business,... etc.
The results of data analysis have revealed that Vinh Phuc citizens perceive that the e-government system is useful, easy to use, and to some extent has a high level of information quality. The results have also showed that there is a significant positive relationship between perceived usefulness, perceived ease of use and perceived information quality and intention to use e-government service for gathering information.


Abstract  i
Acknowledgments  iii
Table of Contents  iv
List of Tables  vii
List of Figures  viii
Chapter 1 Introduction  1
1.1. Research Background  1
1.2. Research Motive  5
1.3. Research Purposes  6
1.4. Research Objectives  7
1.5. Structure of the Thesis  8
Chapter 2 Literature Review  9
2.1. e-Government  9
2.2. e-Government Services  11
2.3. e-Service Quality  12
2.4. Citizen Satisfaction of e-Government  15
2.5. Application of TAM in User Environment  17
2.6. Self Service Technology (SST) Model  20
2.6.1. Perceived Ease of Use  23
2.6.2. Perceived Usefulness  23
2.6.3. Perceived Reliability  24
2.7. DeLone and McLean’s (1992) Model  25
2.7.1. Service Quality  27
2.7.2. Information Quality  28
2.7.3. Citizen Satisfaction  29
2.8. The Relationship Between Service Quality and Citizen Satisfaction.  31
Chapter 3 Research Methodology  36
3.1. Research Approach  36
3.2. Research Design and Framework  36
3.3. Research Hypotheses  37
3.4. Measurement of Variables  38
3.5. Research Methods  41
3.5.1. Population and Sampling  41
3.5.2. Instrument Design  42
3.6. Research Procedure  42
3.7. Tool Development  44
3.7.1. Question Design  45
3.7.2. Validity Analysis  45
3.8. Data Analysis  47
Chapter 4 Research Results  49
4.1. Introduction  49
4.2. Descriptive Analysis and Sample Demographic  49
4.3. Measurement Results for Relevant Research Variables  51
4.4. Reliability Analysis  53
4.5. Factor Analysis  54
4.6. Regression Analysis  57
4.7. T-test and ANOVA Analysis  63
4.8. Correlation  67
4.9. Research Hypotheses and Results  68
Chapter 5 Conclusions; Limitations and Future Research  69
5.1. Conclusion  69
5.2. Research Limitations  70
5.3. Future Researches  71
REFERENCES  73
Appendix A  82



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