Factors Impacting Citizens' Satisfaction Using Online Public Service in Hanoi, Vietnam

Currently, in the context of accelerating digital transformation in the public sector, enhancing citizens’ satisfaction with online public administrative services has become an issue of significant importance. This study aims to evaluate the factors influencing citizens’ satisfaction when using online public services in Hanoi. The research results indicate that citizens’ satisfaction is significantly affected by several factors, including the quality of online public services, the competence of staff providing direct guidance, the speed and quality of administrative service processing, and the quality of information. Based on these findings, the study proposes several managerial implications to improve service quality and strengthen citizens’ trust and satisfaction with online public administrative services in Hanoi.