Pham, LongLimbu, Yam B.Le, Mai Thi ThuNguyen, Ngoc Lan2023-12-082023-12-082023-10-06Pham L, Limbu YB, Le MTT, Nguyen NL. E-government service quality, perceived value, satisfaction, and loyalty: evidence from a newly emerging country. Journal of Public Policy. 2023:1-22. doi:10.1017/S0143814X23000296https://hdl.handle.net/1969.6/97712This study examines the relationships between e-government service quality, perceived value, satisfaction, and loyalty toward e-government services. Survey data were collected from 340 randomly selected e-government service users in Vietnam. The results reveal that (1) e-government service quality consists of five dimensions: ease of interaction, fulfillment, citizen care, security and privacy, and trustworthiness; (2) among the five dimensions of e-government service quality, only trustworthiness and fulfillment are significantly related to perceived value; however, trustworthiness has a stronger association with perceived value than does fulfillment; and (3) both perceived value and satisfaction are positively associated with loyalty. The results indicate that the e-government can create value for the citizens by improving service quality, which may help satisfy citizens’ needs and build their loyalty.en-USAttribution 4.0 International (CC-BY 4.0)https://creativecommons.org/licenses/by/4.0/chain modelcitizen loyaltycitizen-perceived valuecitizen satisfactione-government service qualityVietnamArticlehttps://doi.org/10.1017/S0143814X23000296