MINISTRY OF EDUCATION AND TRAINING

UEH UNIVERSITY

UEH COLLEGE OF BUSINESS

SCHOOL OF INTERNATIONAL BUSINESS – MARKETING

FINAL PROJECT
SUBJECT: Applied Statistics for Business & Economics
TOPIC: FACTORS AFFECTING THE INTENTION TO USE THE DIGITAL
IDENTIFICATION APPLICATION - VNeID AMONG HO CHI MINH CITY STUDENTS

Group members: Bùi Hoàng Nam - 31231024207

Nguyễn Thị Phương Nhi - 31231026544

Phan Thị Minh Ngọc - 31231027158

PROJECT
Đoàn Hữu Đức - 31231020096

SUBJECT: Applied Statistics

Phạm Song inGia
Business and Economics
Bình - 31231023726

Class ID: 23C1STA50802906

Lecturer: Hoàng Trọng

Ho Chi Minh City, December 22th 2023

 STATEMENT OF ORIGINALITY

At this moment, we declare that this research paper is the original work of our
research group. All data and results presented in this paper are authentic and have a clear
source. The findings presented in this paper have not been published in any other
research paper.

ABSTRACT

Vietnam is no exception in a time when digital technologies are rapidly

transforming society. The government has been actively promoting digital identification
in recent years. VNeID is a national digital identification platform launched by the
Vietnamese government to provide a secure and convenient way for citizens to access
various online services. However, currently, a sizable number of people still do not like
or limit the use of VNeID. To understand the reasons that affect how often students use
VNeID, specifically in Ho Chi Minh City, the critical economic region of our country,
and at the same time, through collected data, offer aid for developers and policymakers in
the successful implementation and widespread adoption of digital identification
technologies. On top of that, the implications can assist future research and expand
knowledge in the field of technology adoption and user behavior. Therefore, the research
group has decided to carry out the research topic "Factors affecting the intention to use
the digital identification application among Ho Chi Minh City students."

The research analyzes factors affecting the Intention to use the digital
identification application, including Performance expectancy, Social influence, Service
quality, Perceived risk, and Facilitating conditions.

The research group collected 164 valid responses and checked the reliability of the
scales using Cronbach's Alpha, exploratory factor analysis (EFA), and confirmatory
factor analysis (CFA) using SPSS software. The study found that Performance
expectancy has the most substantial impact on the Intention to use VNeID among
students in Ho Chi Minh City. Other factors, such as Social influence, Service quality,
1
and Facilitating conditions, are also influential.

Based on the study's results, recommendations for enhancing the Intention to use
the VNeID application are enhancing the adoption of VNeID, improving usability,
addressing security concerns, promoting benefits, and monitoring user experiences.

CHAPTER 1: TOPIC INTRODUCTION

1.1 Rationale

The digital transformation of the world is a remarkable achievement. Digital

transformation is the process of changing individuals' and organizations' lifestyles, work,
and production methods in a comprehensive way using digital technology.

An application of digital transformation in today's world is the introduction of digital

identity (digSital-ID). Digital ID refers to the compiled information presenting a person
or an organization. It is a form of identity authentication via digital media and technology
in a digital environment. It facilitates people's access to their online information and the
use of services provided by organizations and the government through the mediation-
computer system. Until now, many countries have used digital identification applications
to administer their citizens, such as Estonia's pioneering chip-embedded electronic
identification cards (e-ID), China's e-wallet Alipay, and many others. According to
Juniper Research, as many as 3 billion citizens worldwide will be equipped with a
government-initiated mobile ID app by 2024. (Parking Today Media, November 2020).

The Internet, which has dominated our world by enabling people to lead a more
convenient and fulfilling life, is an essential element of this digital transformation. In
light of that fact, Vietnam is in a favorable condition to launch a digital transformation
campaign. As Minh-Ngoc Nguyen (July 19, 2022), a researcher for the Southeast Asian
region, stated, "Vietnam is among the countries with the most internet users in the Asia
Pacific region. In 2021, out of its population of over 96 million people, internet users
reached approximately 69 million. Internet usage in Vietnam is predominantly mobile-

2
based, thanks to the high smartphone penetration rate. Internet use has become a daily
habit among many Vietnamese people, with multiple purposes including work, study,
entertainment, and more".

Based on this foundation, in addition to the National Population Database and Citizen
Identification Database system, the Ministry of Public Security has built Vietnam's
electronic identification (VNeID) and put the system into operation starting July 18,
2022. VNeID is an application designed to assist people in keeping track of their personal
information by the government and offers a wide range of services, including:

1. Using electronic personal documents instead of traditional paper ones reduces

the paperwork needed to carry out administrative transactions.
2. Health declaration: Vietnamese citizens can easily declare medical information
anywhere, as long as there is an internet connection. This makes tracing F0, F1,
and F2 patients easier and limits the outbreak of Covid-19.
3. Stay informed: Through the VNeID application, the stay notification procedure
is done quickly on the phone.
4. Report on public order: Citizens can promptly and quickly report security and
order violations to the Police through the VNeID application.

Moreover, VNeID is oriented to become a super application that integrates additional

functions such as E-wallet, non-cash payment, securities, etc.

"Vietnam is one of the earliest countries to apply digital identification and

universalize digital identity. Accurate identification of individuals and organizations in
the digital environment is a strong digital transformation step in implementing
administrative procedures, public services, e-commerce, and service business platforms,
contributing to successfully transforming the country's implementation", Colonel Vu Van
Tan affirmed.

However, only a minor percentage of the population frequently uses the application
despite the benefits and wide dissemination by the government. As of August 31, 2022,
3
the total number of users is estimated to have reached 5.78 million, a modest number that
accounts for only 6% of the total population. According to a report by Airports
Corporation of Vietnam (ACV) and Van Don Airport (July 2023), the average rate of
passengers using VNeID accounts to fly from June to July 2023 is only 0.64%.

For those reasons, the awareness of what factors affect the intention to use the VNeID
application among students in Ho Chi Minh City could help the local authorities to
propose effective strategies to better respond to the needs of its citizens in general and
students in particular, then increase the level of satisfaction and prompt the use of
VNeID. That is why our group chose the research topic: "FACTORS AFFECTING THE
INTENTION TO USE THE DIGITAL IDENTIFICATION APPLICATION - VNeID
AMONG HO CHI MINH CITY STUDENTS."

1.2 Objectives
 Create research models to identify factors affecting students' intention to use
digital identification applications (VNeID) in Ho Chi Minh City.
 Evaluate those factors and measure their impact level on students' intention to use
VNeID in Ho Chi Minh City.
 Propose recommendations for the application creators to encourage students to use
this application.

1.3 Research questions

Based on the objectives, research questions have been formulated by our group:

 What factors affect the intention to use the digital identification application
(VNeID) among Ho Chi Minh City students?
 To what extent do those factors influence the research subject? Moreover, what is
the most/least influencing factor?
 What solutions can effectively influence the students' intention to use VNeID?

1.4 Research methods

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  Qualitative research method:

The research group built a preliminary scale by referencing background models

and previous research on similar topics. Afterward, to be more comprehensive about
the practicality of the topic, we had direct discussions with other students and our
instructors. Based on that, some adjustments were made to complete the questionnaire
for our quantitative research.

 Quantitative research method:

Our team collected data on influencing factors through 194 survey responses from
students from various universities and colleges in Ho Chi Minh City. Those submitted
forms are then appropriately selected to serve the research's synthesis, analysis,
descriptive statistics, and deduction to evaluate the hypothesized factors. In this
framework, we could offer appropriate recommendations for the local authorities to
increase students' application use frequency.

1.5 Research subject and scope of research

The research subject of the project is the factors affecting the intention to regularly
use the digital identification application VNeID of students in Ho Chi Minh City.

Scope of research: The scope of research is limited to students of various local

universities in Ho Chi Minh City, most of whom are students of the University of
Economics in Ho Chi Minh City. The research was conducted through an online
questionnaire sent to students from several Ho Chi Minh City universities. The surveying
period lasted two months, from October 2023 to December 2023, and ended after the
research reached the sample size of 209 respondents.

1.6 Contribution of the research

 In theoretical aspect:

The research utilizes sources of scholarly information concerning the topic.

Specifically, the research employed the Unified Theory of Acceptance and Use of
5
Technology (UTAUT) and Theory of Planned Behaviour (TPB), proclaiming the
applicability of those theories in practical research.

I was clarifying the relationship between influencing factors mentioned in the research
model and verifying the mutual interaction between variables of factors.

 In practical aspect:

This research outcome is expected to interpret how some factors have affected the
intention to use the digital identification application (VNeID) among Ho Chi Minh City
students. Moreover, based on that, it is possible to deduce a comprehensive
understanding of the use of this application throughout Vietnam.

With a relative understanding of constraints preventing citizens from using VNeID, its
provider and the government would have some recommendations to improve users'
experience. Furthermore, based on positive influencing factors drawn from the research,
they could develop progressive amenities to enhance users' trust and increase the
intention to use.

1.7 Development direction of the topic

With limited research time and resources, our team has strived to complete the
research and overcome any shortcomings as best as we could. However, like many other
studies that have come before, the research inevitably has some limitations. Because of
such constraints, we have proposed some suggestions for future research as follows:

 The survey should be conducted with a larger sample size to produce more
comprehensive and accurate results.
 The survey should be conducted at a larger scale at many universities in other
provinces and cities, especially in places considered to be economic development
centers such as Hanoi, Da Nang,...
 Future studies should be more precise and develop more complete models.

6
 TABLE OF CONTENTS

Content

s
STATEMENT OF ORIGINALITY....................................................................................................1

ABSTRACT....................................................................................................................................1

CHAPTER 1: TOPIC INTRODUCTION...........................................................................................2

1.1 Rationale........................................................................................................................................2

1.2 Objectives......................................................................................................................................4

1.3 Research questions...............................................................................................................................4

1.4 Research methods................................................................................................................................4

1.5 Research subject and scope of research...............................................................................................5

1.6 Contribution of the research.................................................................................................................5

1.7 Development direction of the topic................................................................................................6

TABLE OF CONTENTS..................................................................................................................7

LIST OF TABLES...........................................................................................................................9

LIST OF FIGURES........................................................................................................................10

LIST OF ABBREVIATIONS..........................................................................................................10

CHAPTER 2: THEORETICAL BASIS............................................................................................11

2.1 The definition of digital identification application............................................................................11

2.2 The reality of using digital identification applications in Viet Nam.................................................12

2.3 Theoretical basis relating to users’ behavior.....................................................................................13

2.3.1 Technology Acceptance Model (TAM)..............................................................................13

2.3.2 Unified Theory of Acceptance and Use of Technology (UTAUT).........................................14

2.3.3 Theory of Planned Behaviour (TPB).................................................................................15

2.4 Previous researches:...........................................................................................................................16

2.5 Proposed research model and hypotheses..........................................................................................20

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 2.5.1 Performance Expectancy.................................................................................................20

2.5.2 Social Influence..............................................................................................................20

2.5.3 Service Quality...............................................................................................................20

2.5.4 Perceived Risk................................................................................................................21

2.5.5 Facilitating Conditions....................................................................................................21

2.5.6 Proposed research model................................................................................................22

CHAPTER 3: RESEARCH METHOD.............................................................................................23

3.1 Research process................................................................................................................................23

3.2 Research methods..............................................................................................................................23

3.3 Sample size........................................................................................................................................24

3.4 Sampling technique............................................................................................................................25

3.5 Sample approach................................................................................................................................25

3.6 Scales of measurement.......................................................................................................................25

3.7 Data analysis methods........................................................................................................................28

3.7.1 Descriptive statistics.......................................................................................................28

3.7.2 Evaluating scale reliability..............................................................................................29

3.7.3 EFA factor analysis.........................................................................................................29

3.7.4 Multivariate regression analysis.......................................................................................30

3.8 Statistical analysis techniques............................................................................................................30

CHAPTER 4: RESEARCH RESULTS............................................................................................30

4.1 Descriptive statistics..........................................................................................................................30

4.2 Testing Scale......................................................................................................................................32

4.2.1 Testing scale reliability with Cronbach Alpha...................................................................32

4.2.2 Testing scale validity with Exploratory Factor Analysis.....................................................36

4.3 Evaluating the research model using Multiple regression analysis...................................................40

4.4 Testing the hypothesis of the multiple regression model...................................................................43

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 4.4.1 Assumption of Linear regression......................................................................................43

4.4.2 Assumption of No serial correlation (Durbin-Watson)........................................................43

4.4.3 Assumption of Normally distributed residuals (Kolmogorov Smirnov/Shapiro test)...............44

4.4.4 Assumption of No multicollinearity: VIF...........................................................................45

4.5 Results................................................................................................................................................46

CHAPTER 5: CONCLUSION........................................................................................................46

5.1 Contributions......................................................................................................................................47

5.2 Recommedations................................................................................................................................48

5.3 Limitations and developments...........................................................................................................49

5.3.1 Limitations.....................................................................................................................49

5.3.2 Developments.................................................................................................................50

REFERENCES..............................................................................................................................50

APPENDIX...................................................................................................................................52

LIST OF TABLES

Table 1.1 Previous researches’ review

Table 1.2 Accepted variables of previous researches

Table 3. Descriptive statistics for gender

Table 4. Descriptive statistics for universities

Table 5. Descriptive statistics for VNeID installation

Table 6: Results of Cronbach's Alpha coefficient analysis

Table 7. EFA of independent variables

Table 8. Result of Regression Analysis

Table 9. Hypotheses Acceptance

9
 LIST OF FIGURES

Figure 1. Technology Acceptance Model (TAM)

Figure 2. Unified Theory of Acceptance and Use of Technology Model (UTAUT)

Figure 3. Theory of Planned Behaviour (TPB)

Figure 4. Research model

Figure 5. Research Process

Figure 6. A Scatterplot of Regression Standardized Residual

Figure 7. A histogram of Standardized Regression

Figure 8. P-P Plot graph

Figure 9. Research results

LIST OF ABBREVIATIONS

PE: Performance Expectancy

SI: Social Influence

SQ: Service Quality

PR: Perceived Risk

FC: Facilitating Conditions

IU: Intention to Use

TAM: Technology Adoption Method

UTAUT: Unified Theory of Acceptance and Use of Technology

TPB: Theory of planned behavior

EFA: Exploratory Factor Analysis Anova: Analysis of Variance

Sig: Observed Significance level KMO: Kaiser – Meyer – Olkin

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VIF: Variance inflation factor

SPSS: Statistical Package for the Social Science

CHAPTER 2: THEORETICAL BASIS

2.1 The definition of digital identification application.

A digital identification application is a mobile app or software that allows users to

create, store, manage, and authenticate their digital identities. It typically involves using
digital credentials, such as usernames, passwords, or digital certificates, to verify the
identity of a user online and offline and grant them access to online services and
resources, such as government services, banking, and healthcare.

In other words, a digital identification application is used as a substitute for

physical documents, identifying citizens in a digital environment and providing utilities
for developing digital citizenship, digital government, and digital society.

A digital identification application is recognized for its convenience, authenticity, and

efficiency. There are two main types of digital identification applications:

 Self-sovereign identity applications give users complete control over their

identities. Users can create their own identities and store them on their own
devices. They can also choose which information they want to share with others.
 A trusted organization, such as a government or a bank, manages federated
identity applications. Users can create their identities on these applications, but the
organization controls them. Users may have less control over their identities, but
the organization can ensure they are secure and accurate.

The intention to use identification applications among HCMC students depends on

the application's compatibility, flexibility, and interactive functions through electronic
devices.

11
 It can be described that the intention to use identification applications among
HCMC students depends on the compatibility, flexibility, and interactive functions of
the application through electronic devices.

2.2 The reality of using digital identification applications in Viet Nam

The number of Vietnamese people using digital identification applications has

been increasing significantly in recent years, and users are benefiting from the variety of
functions this form provides.

The Vietnamese government has been actively promoting the use of digital
identification applications in recent years. In 2020, the government launched the National
Digital Transformation Program to make Vietnam a digitally-enabled nation by 2030.
One of the critical goals of the program is to increase the use of digital identification
applications to 70% of the population by 2025.

The increasing popularity of smartphones is also driving the growth of digital

identification applications in Vietnam. According to Statista, there were over 76 million
smartphone users in Vietnam in 2023. This number is expected to grow to over 86
million by 2025. The widespread adoption of smartphones makes it easier for people to
access and use digital identification applications.

The growing demand for online services also drives the growth of digital
identification applications in Vietnam. More and more people are using online services to
access government services, make payments, and shop online. Digital identification
applications are essential for accessing these services securely and conveniently.

A report by the Ministry of Information and Communications of Vietnam found

that as of October 2023, over 65 million people were using digital identification
applications in Vietnam. The report also found that the number of digital identification
application users is expected to grow to over 80 million by 2025.

As of March 3, 2022, 85% of Vietnamese internet users have a digital

12
identification application. The Vietnam Internet Association survey also found that the
use of digital identification applications is proliferating, with the number of users
increasing by 20% in the past year and expected to increase in the future.

A report by the World Bank found that the adoption of digital identification
applications in Vietnam is one of the highest in the world.

The most popular digital identification application in Vietnam is VNeID. VNeID

can access government services, make payments, and shop online. As of October 2023,
Vietnam has over 50 million VNeID users.

Overall, using digital identification in Vietnam is a positive development. Digital

identification can make it easier for people to access services, reduce fraud, and improve
security. However, it is essential to address the challenges of digital identification, such
as privacy concerns and the digital divide, to ensure that digital identification is used
responsibly and equitably.

2.3 Theoretical basis relating to users’ behavior

2.3.1 Technology Acceptance Model (TAM)

The Technology Acceptance Model (TAM), introduced by Davis (1986), is one of

the most widely used models to explain user acceptance behavior. This model is
grounded in social psychology theory in general and the Theory of Reasoned Action
(TRA) in particular (Fishbein, & Ajzen,1975). TRA asserts that beliefs influence
attitudes, which lead to intentions and there-fore generate behavior.

The model suggests three main categories of characteristics that influence

consumers' choices when they have access to new technology.

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 Figure 1. Technology Acceptance Model (TAM)

1. Attitude towards use: is the mindset around utilizing a system created by the reliability
in terms of perceived usefulness and perceived ease of use

 Aware extent of perceived usefulness: as the extent to which an individual

believes that using a particular technology would be beneficial.
 Aware extent of perceived ease of use: as the extent to which an individual
believes that using a particular technology would be free from effort.

2. Intention to use: The adoption of new technology by users is closely correlated with
their willingness to utilize it.

3. External variables: Variables that have an indirect impact on behavior, such as the
personality traits of the user, the features of the system, and external objective factors.

2.3.2 Unified Theory of Acceptance and Use of Technology (UTAUT)

The theoretical model of UTAUT suggests that the actual use of technology is
determined by behavioral intention. The perceived likelihood of adopting the technology
is dependent on the direct effect of four key constructs, namely performance expectancy,
effort expectancy, social influence, and facilitating conditions. The effect of predictors is
moderated by age, gender, experience and voluntariness of use (Venkatesh et al., 2003).

14
 Figure 2. Unified Theory of Acceptance and Use of Technology Model (UTAUT)

 Performance expectancy: refers to the degree to which an individual perceives that

using a system will help in attaining a gain in job performance (Venkatesh et al,
2003).
 Effort expectancy: is the level of convenience and usability that people feel when
using a specific information system ( Venkatesh et al., 2003 ).
 Social influence: is defined as an individual feeling the importance that the others
believe he or she should use the new system.
 Facilitating conditions: the degree to which an individual believes that an
organization's and technical infrastructure exists to support the use of the system"
(Venkatesh et al., 2003)

2.3.3 Theory of Planned Behaviour (TPB)

The theory of planned behavior is a theory used to understand and predict

behaviors, which posits that behaviors are immediately determined by behavioral

15
intentions and under certain circumstances, perceived behavioral control. Behavioral
intentions are determined by a combination of three factors: attitudes toward the
behavior, subjective norms, and perceived behavioral control.

Figure 3. Theory of Planned Behaviour (TPB)

 Attitude: This refers to the degree to which a person has a favorable or

unfavorable evaluation of the behavior of interest.
 Subjective norms: This refers to the belief about whether most people approve or
disapprove of the behavior. It relates to a person's beliefs about whether peers and
people of importance to the person think he or she should engage in the behavior.
 Perceived behavioral control: refers to a person's perception of the ease or
difficulty of performing the behavior of interest. Perceived behavioral control
varies across situations and actions, which results in a person having varying
perceptions of behavioral control depending on the situation.

2.4 Previous researches:

16
Author Method Content of Research

17
Factors Ali The study suggests a positive- The main objective of this study was to
Affecting User Alkhalifah quantitative approach to explain identify and empirically examine the factors
Adoption of (2013) and predict a causal model and affecting user adoption of IdMS (Web-based
Identity validate the results. The research identity management systems). This study
Management instruments were developed and suggests some important factors which
Systems validated using pre-tests and affect users’ behavioral intention to adopt
pilot study. The data collection IdMS including usefulness, ease of use,
was carried out using an online task–technology fit, trusting beliefs, trust in
survey method, with 332 the Internet, information disclosure,
respondents from Facebook and perceived risk and cost.
LinkedIn users. Data analyses
were conducted under structural
equation modelling using the
partial least squares technique.
The adoption Ahmed This study adopted the Unified The purpose of this study was to examine
of E- A.Al- Theory of Acceptance and Use the factors influencing the acceptance and
government Imarah, of Technology (UTAUT) model use of e-government services, specifically,
Services in the Ammar to explore factors that determine to explore the important factor on the
Iraqi Higher Zwain and the adoption of e-government adoption of e-government services in Iraqi
Education Prof. Dr. services in the Iraqi higher- higher education context by using UTAUT
Context Laith Ali education context. Quantitative model. The results reveal that performance
Yousif Al- research in the form of a survey expectancy and effort expectancy determine
Hakim questionnaire was undertaken to academic staff’s behavioral intention.
(2013) meet the aim of the research. In Moreover, facilitating conditions and
the University of Kufa, 430 behavioral intentions determine academic
academic staffs’ were surveyed staff’s use of e-government services.
using a modified version of the
UTAUT model.
Explaining the Timothy Using an extended technology The aim of this study is to examine the
intention to use Teo & acceptance model as a research factors that an influence higher
technology Mingming framework, a sample of 314 education students’ intention to use
among Zhou university students were technology. The results showed that
university (2014) surveyed on their responses to perceived usefulness and attitude toward
students seven constructs hypothesized to computer use were significant determinants
explain their intention to use of the intention to use technology, while
technology. Data were analyzed perceived ease of use influenced intention to
using structural equation use technology through attitude towards
modeling. computer use. Computer self-efficacy and
subjective norm acted as antecedents for
perceived usefulness and attitude towards
computer use, while facilitating conditions
acted as antecedents for perceived ease of
use and attitude towards computer use.
Together these constructs explained 54.7 %
of the variance in students’ intention to use

18
 technology.
Understanding Wissal Data are collected through an The key research aim is to reveal the barriers
Acceptance of Ben Arfi, anonymous online survey to eHealth adoption. The literature review
eHealthcare by Imed Ben developed and operated via the reveals clear research gaps, including the
IoT Natives Nasr, web platform Qualtrics. The scarcity of eHealthcare research in general,
and IoT Tatiana target population is French men the lack of a customer perspective, and
Immigrants Khvatova and women aged between 16 finally, the neglect of the influence of
and and 65 years. The questionnaire financial cost and age on acceptance of IoT-
Younes received 268 responses. based healthcare devices. Based on 268
Ben Zaied potential users of IoT-based healthcare
(2020) devices in France, we find that performance
expectancy and effort expectancy are the
key predictors positively influencing
behavioral intention to use IoT for eHealth.
EGOSQ – Anand To develop the quality This study aims at finding the dimensions
Users’ Agrawal instrumentation EGOSQ, a two- and attributes which determine e-governance
Assessment of et al. stage research was designed to. online-service quality (EGOSQ) from the
e-Governance (2007) The first stage was the perspective of users of such services
Online- qualitative research consisting of (Citizens) as one of the major factors that
Services focus groups and in-depth can influence the success of e-governance
interviews, the second stage initiatives depends on citizens’ awareness
comprised of questionnaire level, acceptance level and hopes and fears
survey. The measurement scale about the e-governance.A high quality of
used for this study was online-service quality by government will
developed by combining the ensure high acceptance level and fewer
exploratory and the empirical fears.
studies.
Table 1.1 Previous researches’ review

Perfomance Effort Social Service Perceived Facilitatin Trust Financial Task -

Expectancy Expectanc Influence Quality Risk g Cost Technology
y Conditions Fit
Factors      
Affecting User
Adoption of
Identity
Management
Systems
The adoption of   
E-government
Services in the
Iraqi Higher
Education

19
Context
Explaining the    
intention to use
technology
among
university
students
Understanding   
Acceptance of
eHealthcare by
IoT Natives and
IoT Immigrants
EGOSQ – 
Users’
Assessment of
e-Governance
Online-Services
Table 1.2 Accepted variables of previous researches

Out of the nine variables that were accepted in earlier studies, five are used in our
project; four are dropped for the reasons listed below:

Effort expectancy is the level of convenience and usability that people feel when
using a specific information system ( Venkatesh et al., 2003 ). While VNeID is a digital
identification application that is mainly used to replace physical papers to identify
citizens in the digital environment and provide utilities for developing digital citizens,
digital government, and digital society, the users will not have to put much effort when
using the application so there is no need to analyze this variable because the result is
obvious.

Financial cost the amount users must pay when using a specific thing. FC is one of
the removed variables because users can easily download VNeID for free.

Trust is the subjective probability that a person will perform an action that benefits
another person, even in the face of uncertainty and risk (Venkatesh et al., 2003). This
variable is abandoned because VNeID is the application created and developed by the
Ministry of Public Security, so trust-related issues are not a significant concern in the
report
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 Task-technology fit is the extent to which users perceive that the technology can
enable performance on specific tasks (Venkatesh et al., 2003). Since VNeID was
explicitly created to carry out the functions of a digital identification application that
fulfills users' demands, something other than TTF was chosen for the study.

2.5 Proposed research model and hypotheses

2.5.1 Performance Expectancy

Performance expectancy (PE) is the degree to which an individual believes that

using a system will help him or her attain gains in job performance (Venkatesh et al.,
2003). In this context, performance expectancy can be seen as the extent to which users
perceive that using the digital identification application would improve their performance
in work and life. The proposed hypothesis is:

H1: Performance Expectancy has a positive effect on Intention to use VneID

2.5.2 Social Influence

Social influence refers to the degree to which the views of the other relevant
parties influence the person's actions regarding the usage of innovative technologies
(Venkatesh et al., 2003). In this research, social influence refers to the extent to which the
view of peers, families, and relevant parties influence the behavioral intention of the
VNeID users. The proposed hypothesis is:

H2: Social Influence has a positive effect on Intention to use VneID

2.5.3 Service Quality

Service quality is an assessment of how well a delivered service conforms to the

client's expectations. Service operators assess the service quality provided to their users
in order to improve their service, quickly identify problems, and better assess users’
satisfaction (Ramya N, 2019). In this research, service quality is VneID’s ability to
deliver satisfaction to its users. The proposed hypothesis is:

21
 H3: Service Quality has a positive effect on Intention to use VneID

2.5.4 Perceived Risk

Perceived risk refers to an individual’s perception of the potential outcomes of an

action owing to his or her degree of uncertainty about a particular behavior. The reason
for this is that people want to avoid losses as much as possible when making decisions in
risky situations, which can be achieved through certain actions. A considerable number of
works have demonstrated how the perceived risks of using connected devices are likely
to influence decision-making and ultimately behavioral intentions (Benson et al., 2015;
George, 2004; Ha and Stoel, 2009; Hansen et al., 2004; Liu et al., 2005; Saridakis et al.,
2015). In this context, perceived risk can be seen as the users’ doubts and uncertainties
when using VNeID. The proposed hypothesis is:

H4: Perceived Risk has a negative effect on Intention to use VneID

2.5.5 Facilitating Conditions

Facilitating conditions refer to the degree to which a person believes that the
existing organizational and technical infrastructure can support the use of technology
(Chan et. al., 2010). In this case, facilitating conditions are the guidance, instructions on
using VNeID, and support from the departments in charge of operating the application.
The proposed hypothesis is:

H5: Facilitating Conditions has a positive effect on Intention to use VneID

22
2.5.6 Proposed research model

Performance Expectancy

Social Influence

Intention to
Service Quality
use VNeID
Perceived Risk

Facilitation Conditions

Figure 4. Research model

23
 CHAPTER 3: RESEARCH METHOD

3.1 Research process

Figure 5. Research Process

3.2 Research methods

The research team used two methods to clarify the issues raised by the topic. The
main methods were preliminary qualitative research and quantitative research:

For qualitative research: Through previous research and topics with the same
trend as the research problem, the group built a preliminary scale, then through direct
exchange and discussion with other students and instructors to find out the practicality of

24
the topic. From that, we adjusted and completed suggestions on the questionnaire to
facilitate quantitative research.

For quantitative research: The team mainly used questionnaires to collect data,
obtaining the necessary information to meet the proposed research objectives. After using
qualitative methods, the team built a complete questionnaire with 20 questions based on
the Likert scale. The questionnaire uses a 5-point scale to help surveyed individuals
express the following levels: disagree entirely, disagree, neutral, agree, and completely
agree with each specific statement. After being collected, the data is processed through
SPSS software to test the scale through Cronbach's Alpha reliability coefficient so that
the team can evaluate the scale's reliability and eliminate inappropriate variables. Next,
we analyzed EFA exploratory factors and multivariate regression analysis to determine
the level of impact of each factor. Finally, we evaluated the proposed model and tested
the hypothesis that the team came up with.

3.3 Sample size

This study performs EFA exploratory factor analysis and multivariate regression
analysis. To determine the sample size, based on previous studies, the minimum sample
is subjected to EFA analysis and multivariate regression according to the following
principles:

For EFA exploratory factor analysis, based on Hair, Anderson, Tatham, and
Black’s research in 1998, the minimum sample size is determined by the formula n =
5*m (where m is the number of observed variables). Since this study has a total of 20
observed variables. Accordingly, the minimum sample size will be n=100.

For multivariate regression analysis based on Tabachnick and Fidel’s theory in

1996, the minimum sample size is determined by the formula n = 50 + 8 * m (where m is
the number of independent factors). This study has five independent variables, so the
minimum sample number according to multivariate regression analysis is n = 90.

As a result, the authors chose a minimum sample size of 150 to conduct

25
quantitative research.

3.4 Sampling technique

Filtered the data collected from the survey form, eliminated respondents who did
not meet the criteria or belong to the group that our team wanted to survey, and removed
unusual pieces in the research article. After filtering the data, only 164 respondents met
the requirements.
3.5 Sample approach
To ensure the above sample size, we used the online survey tool "Google Forms"
and invited respondents to participate by sharing it with study groups of many UEH
students. In addition, we also approached friends and directly asked them to participate in
the survey.
3.6 Scales of measurement
These measurement scales are constructed on the foundation of previous research
but have been adapted to align with the objective of this research.

Performance Expectancy Scale:

Labe Original Items Adjusted Items Source

l

1 PE1 Using the system would Using VNeID would make ID Davis et
make it easier to do my job verification and authentication al.
easier. (1989)

2 PE2 Using the system in my job Using VNeID would enable me

would enable me to to do ID verification and
accomplish tasks more authentication more quickly.
quickly.

3 PE3 Using the system would Using VNeID would enhance

26
 enhance my effectiveness on my effectiveness in work and
the job. life.

Social Influence Scale:

Labe Original Items Adjusted Items Source

l

1 SI1 The senior management of The government has been Ajzen

this business has been helpful in the use of VNeID. (1991)
helpful in the use of the and
system. Thompso

2 SI2 In general, the organization In general, society has n et al.

has supported the use of the supported the use of VNeID. (1991)

system.

3 SI3 People who are important to People who are important to me

me think that I should use think that I should use VNeID.
the system.

4 SI4 People who influence my People who influence my

behavior think that I should behavior think that I should use
use the system. VNeID.

Service Quality Scale:

Labe Original Items Adjusted Items Source

l

1 SQ1 XYZ has up-to-date VNeID has an up-to-date Parasurama

equipment. system. n et al.,

2 SQ2 When XYZ promises to When VNeID promises to fix a

27
 do something by a system error by a certain time,
certain time, it does so. it does so.

3 SQ3 When you have problems, When you have problems,

XYZ is sympathetic and VNeID resolves them quickly.
(1988)
reassuring.

4 SQ4 XYZ keeps its records VNeID keeps its user records
accurately. accurate.

Perceived Risk Scale:

Labe Original Items Adjusted Items Source

l

1 PR1 Using IoT products for Using VNeID for my personal Stone and
my healthcare is risky. information is risky. Gronhaug

2 PR2 I feel that using IoT I feel that using VNeID for my (1993)
products for my personal information would cause adapted
healthcare would cause me a lot of trouble if something by Arfi
me a lot of trouble if went wrong. (2021)
something went wrong.

3 PR3 Basically, I’m sure I Basically, I’m sure I would make a

would make a mistake if I mistake if I were to use VNeID for
were to use IoT products my personal information.
for my healthcare.

Facilitating Conditions Scale:

28
 Labe Original Items Adjusted Items Source
l

1 FC1 Guidance was available to Guidance was available to me in Thompso

me in the selection of the the selection of VNeID. n et al.
system. (1991)

2 FC2 Specialized instruction Specialized instruction

concerning the system was concerning VNeID was
available to me. available to me.

3 FC3 A specific person (or group) A specific person (or group) is

is available for assistance available for assistance with
with system difficulties. VNeID difficulties.

Intention to Use Scale:

Labe Original Items Adjusted Items Source

l

1 IU1 I intend to use the I intend to use VNeID in the future. Venkatesh et
system in the next al. (2003)
months.

2 IU2 I will prioritize using VNeID instead

of a physical ID card.

3 IU3 I will prioritize using VNeID for ID

verification and authentication
whenever needed.

Table 2. Scales of measurement

3.7 Data analysis methods

29
3.7.1 Descriptive statistics

Descriptive statistics of identifying variables: Research evaluates statistics on

school, gender, and VNeID usage level of survey participants.

3.7.2 Evaluating scale reliability

Regarding Cronbach's Alpha coefficient, used to check the reliability of the scale
and eliminate observed variables that do not ensure reliability based on the following
criteria:

 Test each group of observed variables of each factor.

 Cronbach's Alpha coefficient of the scale, which is more significant than 0.6, is
accepted.
 Suppose the Cronbach's Alpha coefficient is less than 0.6. In that case, we need to
eliminate the variables that help the Cronbach's Alpha coefficient or Cronbach's
Alpha if Item Deleted the most significant variable and continue to run again until
the scale Cronbach's Alpha coefficient meets the conditions of 0.6 or higher.
 Eliminate variables with Corrected Item - Total Correlation coefficient less than
0.3.

3.7.3 EFA factor analysis

Exploratory factor analysis (EFA) is a quantitative analysis method used to reduce

a set of many interdependent measurement variables into a smaller set of variables (called
factors) so that they are meaningful but still contain most of the information of the
original variable set (Hair et al., 2009).

Compared to the Cronbach Alpha scale reliability test, which evaluates the
relationship between variables in the same group and the identical factor but does not
consider the relationship between all observed variables in other factors, EFA considers
the relationship between variables in all different groups (factors) to discover observed
variables that load on many factors or observed variables that were initially assigned the

30
wrong factor based on the following criteria:

 0.5 ≤ KMO (Kaiser –Meyer-Olkin) ≤ 1

 Bartlett's test has Sig < 0.05 (with H0: variables are not correlated with each other
in the population, H1: variables are correlated with each other in the population)
 Total Variance Explained > 50%
 Eigenvalue ≥ 1 (Eigenvalue is a criterion to determine the number of factors in
EFA analysis. With this criterion, the minimum Eigenvalue must be equal to 1).
 Factor loading factor > 0.3Bartlett's test has Sig < 0.05 (with H0: variables are not
correlated with each other in the population, H1: variables are correlated with each
other in the population)

3.7.4 Multivariate regression analysis

Regression analysis is an essential statistical analysis in quantitative research.

After concluding the correlation between the independent and dependent variables, our
group continued to do multivariate regression analysis to clarify how the independent
variables affected the dependent variable. The regression analysis model describes the
form of this relationship to predict the dependent variable's value when knowing the
independent variable's value.

The variance inflation factor - VIF >3 in the regression analysis results table is
used to check the multicollinearity phenomenon in the model. In addition, we can also
use the Tolerance value because these two values are the inverse of each other (VIF =
1/Tolerance), so we only need to evaluate one of these two values.

3.8 Statistical analysis techniques

Data are collected from many sources to compare and ensure reliability and clear,
specific description (Yoon, 2008). Quantitative data were compiled and analyzed, and
multivariate regression was run to produce results to test hypotheses on SPSS 20
software. Qualitative data were analyzed using the content analysis method.

31
 CHAPTER 4: RESEARCH RESULTS

4.1 Descriptive statistics

The research group has collected 209 responses, including 11 invalid responses
due to inappropriate response content and five duplicate responses. The number of valid
survey responses after being filtered is 194. The data is then processed using the software
IBM SPSS Statistics 25.0.

Gender Frequency Ratio

Male 68 35.1%

Female 126 64.9%

Total 194 100.0%

Table 3. Descriptive statistics for gender

According to statistics gathered from the survey, the number of female

respondents accounts for 64.9% of the total respondents and almost doubles that of male
respondents, at 35.1%. The majority of survey participants are female. The number of
men and women taking the survey adds up to 194 respondents.

University Frequency Ratio

UEH 119 61.3%

Others 75 38.7%

Total 194 100%

Table 4. Descriptive statistics for universities

According to statistics, more than half of the respondents were students from the
32
University of Economics in Ho Chi Minh City, comprising 61.3% of survey participants.
Meanwhile, the number of students from other universities contributed 38.7% to the sum
of participants in the survey.

Installed
Frequency Ratio
VNeID

Yes 164 84.5%

No 30 15.5%

Total 194 100%

Table 5. Descriptive statistics for VNeID installation

According to the data collected, the number of respondents who have installed the
digital identification application VNeID comprised 84.5% of the total participants.
Conversely, the number of survey participants who have not installed the VNeID
application comprised 15.5% of the total respondents.

4.2 Testing Scale

4.2.1 Testing scale reliability with Cronbach Alpha

"Cronbach's Alpha coefficient is a test to measure the reliability of a scale by

reflecting the level of close correlation between observed variables in the same factor"
(Hoang Trong & Chu Nguyen Mong Ngoc, 2008). Here, Cronbach's Alpha reliability
coefficient will be used to eliminate inappropriate variables.

According to Nunnally (1978), a suitable scale should have a Cronbach's Alpha

reliability of 0.7 or higher. However, as a preliminary exploratory study, the Cronbach's
Alpha threshold of 0.6 is acceptable.

Besides, we also consider another important index, the Total Correlation

33
Coefficient (Corrected Item - Total Correlation). Cristobal and colleagues (2007) stated
that a good scale is when observed variables have Corrected Item - Total Correlation
values of 0.3 or higher, so any observed variable with a Corrected Item - Total
Correlation coefficient less than 0.3 will be removed.

Corrected Cronbach's
Orde Observed variables Cronbach's
Scale Item-Total Alpha if
r Alpha
Correlation Item Deleted

Using VNeID for

identification is 0.787 0.868
easier

Using VNeID for

Performance identification saves 0.825 0.834
1 0.899
Expectancy me time

Using VNeID helps

increase the
0.791 0.864
productivity of my
life and work

2 Social The government 0.805

Influence widely disseminates 0.462 0.823
VNeID

People support the

0.665 0.739
use of VNeID

Important people to 0.722 0.702

34
 me encouraged me
to use VNeID

People who have an

influence on me
0.651 0.741
encourage me to use
VNeID

VNeID has a
modern,
0.784 0.817
continuously
updated system

If VNeID has a
system error, the
0.862 0.785
error will be fixed
Service promptly
3 0.874
Quality
If I have any
problem while
0.773 0.822
using, VNeID
responds promptly

VNeID accurately
stores user 0.522 0.911
information

4 Perceived Using VNeID to 0.703 0.857 0.869

store personal

35
 information
contains risks

Using VNeID to
store personal
information will
0.793 0.774
cause me troubles if
Risk
there is a system
error

I will have trouble

using VNeID to
0.754 0.812
store personal
information

Instructions are
available during 0.730 0.766
system registration

Instructions on how
Facilitating
5 to use the system 0.805 0.702 0.845
Conditions
are provided

A person (or group)

is provided to assist 0.615 0.883
in solving problems

6 Intention to I intend to use 0.816 0.926 0.929

Use VNeID in the future

36
 I will use VNeID
application instead
0.870 0.884
of a regular
identification card

I will prioritize
using VNeID
whenever I need to 0.878 0.877
authenticate my
identity in the future

(Source: SPSS analysis data)

Table 6: Results of Cronbach's Alpha coefficient analysis

The table shows that the analysis results of Cronbach's Alpha reliability coefficient
for five independent variables and one dependent variable all meet the condition of being
more significant than 0.6, and the total variable correlation coefficient is more significant
than 0.3. Therefore, all variables will continue to be used for EFA exploratory factor
analysis.

4.2.2 Testing scale validity with Exploratory Factor Analysis

After analyzing Cronbach's Alpha reliability coefficient, the scales were evaluated
using the exploratory factor analysis (EFA) method to confirm the reliability and
consistency of independent variables. Conditions for Exploratory Factor Analysis:

 Kaiser-Meyer-Olkin Measure of Sampling Adequacy (KMO): 0.5 ≤ KMO ≤ 1

 Bartlett's test of sphericity: sig Bartlett's Test < 0.05
 Eigenvalue: Eigenvalue ≥ 1
 Total Variance Explained ≥ 50% shows that EFA is appropriate
 Factor Loading: From 0.5 is high-quality observation variables, should be at least
0.3
37
 (Hoang Trong & Chu Nguyen Mong Ngoc, 2008)

The group used the method of Generalized least squares with Promax rotation to
evaluate convergent and discriminant validity.

Six factors have been listed from twenty observed variables; three variables have
been removed to guarantee the scale's convergence and discrimination. Removed
variables are: The government has been helpful in the use of VNeID (SI1); in general, the
society has supported the use of VNeID (SI2); a specific person (or group) is available
for assistance with system difficulties (FC3).

The results of the Exploratory factor analysis are presented in the following table:

STT Observed variables Factors

1 2 3 4 5 6

1 .965
Using VNeID would make ID
verification and authentication easier

2 .799
Using VNeID would enable me to do
ID verification and authentication
more quickly

3 .728
Using VNeID would enhance my
effectiveness in work and life

4 People who are important to me think .81

that i should use VNeID 2

38
5 People who influence my behavior .86
think that i should use VNeID 0

6 .856
VNeID has an up-to-date system

7 .999
When VNeID promises to fix a system
error by a certain time, it does so

8 .793
When you have problems, VNeID
resolves them quickly

9 .440
VNeID keeps its user records
accurately

10 .775
Using VNeID for my personal
information is risky

11 .880
I feel that using VNeID for my
personal information would cause me a
lot of trouble if something went wrong

12 .883
Basically, I’m sure I would make a
mistake if I were to use VNeID for my
personal information

39
 13 Guidance was available to me in the 1.05
selection of the system 0

14 .597
Specialized instruction concerning the
system was available to me

15 I intend to use VNeID in the future .721

16 I will prioritize using VNeID instead .843

of a physical ID card

17 I will prioritize using VNeID for ID .951

verification whenever needed

KMO 0.889

Bartlett’s test of sphericity (sig) 0.000

Total Variance Explained 72.339%

(Source: SPSS analysis data)

Table 7. EFA of independent variables

The above figure shows that the tests are reliable, such as:

 Kaiser-Meyer-Olkin Measure of Sampling Adequacy: KMO = 0.889

 Bartlett’s test result is 2547.993 with sig = 0.000
 Total Variance Explained = 72.339%

Those results meet the requirements for Exploratory factor analysis.

Based on the research model and results of the EFA, we have extracted six factors

40
from the above figure, these factors are named as:

 Factor 1: Performance expectancy (PE)

 Factor 2: Social influence (SI)
 Factor 3: Service quality (SQ)
 Factor 4: Perceived risk (PR)
 Factor 5: Facilitating conditions (FC)
 Factor 6: Intention to use (IU)

In the first factor (Performance expectancy), the observed variable "Using VNeID
would make ID verification and authentication easier" has the most significant factor
loading, meaning it contributes the most to form the factor. Similarly, the observed
variable that contributes most to factor 2 (Social influence) is "People who influence my
behavior think that I should use VNeID." The observed variable, "When you have
problems, VNeID resolves them quickly," significantly influences forming factor 3
(Service quality). In factor 4 (Perceived risk), "Basically, I am sure I would make a
mistake if I were to use VNeID for my personal information," which is the observed
variable with the most significant factor loading. The observed variable contributing the
most to the formation of factor 5 (Facilitating conditions) is "Guidance was available to
me in the selection of the system." Moreover, the observed variable contributing the most
to factor 6 (Intention to use) is "I will prioritize using VNeID for ID verification
whenever needed."

In conclusion, the results of EFA illustrate that the measurement scales are
satisfactory and are utilized for regression analysis in the following section.

4.3 Evaluating the research model using Multiple regression analysis

Perform multiple regression analysis with 5 independent variables, including

Performance Expectancy (PE), Social Influence (SI), Service Quality (SQ), Perceived
Risk (PR), Facilitating Conditions (FC), and the dependent variable is Intention to Use
(IU). The regression model is as follows:
41
 TX = ß0+ß1*PE + ß2*SI + ß3*SQ + ß4*PR + ß5*FC

 ßi (i = 1; 2; 3;...;7) are partial regression coefficients, ß0 is a constant

 IU: Intention to Use
 PE: Performance Expectancy
 SI: Social Influence
 SQ: Service Quality
 PR: Perceived Risk
 FC: Facilitating Conditions

Regression analysis is used to identify the causal relationship between the dependent
variable, “Intention to use VNeID application,” and independent variables, including
“Performance expectancy,” “Social influence,” “Service quality,” “Perceived risk,” and
“Facilitating conditions.”

The result of the Multiple regression analysis is summarized as follows:

Model Unstandardized Standardized t Sig. Collinearity

coefficients coefficient statistics

B Std. Error Beta Tolerance VIF

(Constant) -.104 -.264 -.395 .693

Performance .405 .072 .364 5.607 .000 .509 1.964

expectancy

Social .249 .058 .249 4.292 .000 .637 1.570

influence

42
 Service quality .250 .088 .196 2.828 .005 .447 2.239

Perceived risk -.132 .048 -.129 - .007 .964 1.038

2.727

Facilitating .228 .075 .196 3.023 .003 .509 1.965

conditions

Durbin-Watson Sig.F coefficient = 61.760 Adjusted R Squared

coefficient = 2.176 = .651

Dependent variable: Intention to use VNeID application

(Source: SPSS analysis data)

Table 8. Result of Regression Analysis

Hypothesis testing results on the relevance of the model indicate that the
significance (sig.) of the F-test used in the Variance Analysis Table (ANOVA) is less
than 0.05. Thus, the research model fits the data set.

From the Regression analysis result, it is perceivable that with the tolerance of
0.05, the model has five treatment variables that are statistically significant to the
outcome variable “Intention to use VNeID application,” including Performance
expectancy, Social influence, Service quality, Perceived risk, Facilitating conditions.
With these five treatment variables, the research model has explained 65% of the
variation and Intention to use the VNeID application.

Based on the magnitude of the Standardized coefficient (Beta), Performance

expectancy is the variable with the most substantial effect on the Intention to use VNeID,
with a value of 0.364. The second most influential variable is Social influence (Beta =
0.249), the third most influential variables are Service quality (Beta = 0.196) and
Facilitating conditions (Beta = 0.196), and the least influential variable is Perceived risk
43
with a Beta value of -0.129.

4.4 Testing the hypothesis of the multiple regression model

4.4.1 Assumption of Linear regression

To test the assumption of the linear regression between the independent variable
and dependent variable and the constant variance of the residual, our team used a
Scatterplot of Regression Standardized Residual. According to the diagram, the
distribution of percentiles around the 0 point is relatively uniform and tends to form a
straight line; the percentiles range from -3 to 3. Thus, the assumptions of linear regression
and homoscedasticity (homogeneity of variances) were not violated.

(Source: SPSS analysis data)

Figure 6. A Scatterplot of Regression Standardized Residual

4.4.2 Assumption of No serial correlation (Durbin-Watson)

We use the Durbin-Watson statistic (d) to test the No serial correlation

assumption. According to Table 8, d = 2.176, this value is close to 2 and lies between 1.5
and 2.5. Hence, the result does not violate the assumption of first-order autocorrelation
44
(serial correlation) (Yahua Qiao, 2011).

4.4.3 Assumption of Normally distributed residuals (Kolmogorov Smirnov/Shapiro test)

(Source: SPSS analysis data)

Figure 7. A histogram of Standardized Regression

As the histogram diagram shows, the average of residual distribution Mean = -

2.80E-15 is approximately 0, and the standard deviation Std. Dev = 0.985 is close to 1.
Observing the P-P Plot diagram, we also note that the percentiles in the residuals'
distribution concentrate close to the expected straight line. Accordingly, the assumption
of normal distribution of residuals is not violated.

45
 (Source: SPSS analysis data)

Figure 8. P-P Plot graph

4.4.4 Assumption of No multicollinearity: VIF

We use Variance Inflation Factor (VIF) to assess the multicollinearity between

independent variables. Hair et al. (2009) believed a VIF threshold of more than ten would
cause strong multicollinearity. Hence, the VIF level should be as low as possible. It can
be seen from Table 8 that the VIF coefficients of independent variables are all less than 3,
so the data do not violate the assumption of no multicollinearity.

TX = .364*PE + .249*SI + .196*SQ - .129*PR + .196*FC

 IU: Intention to Use

 PE: Performance Expectancy
 SI: Social Influence
 SQ: Service Quality
 PR: Perceived Risk
 FC: Facilitating Conditions

46
 Performance Expectancy + .364

+ .249
Social Influence

+ .196
Intention to
Service Quality
- .129 use VNeID
Perceived Risk + .196

Facilitation Conditions

Figure 9. Research results

4.5 Results

Hypothesis Statement Conclusion

H1 Performance Expectancy has a positive effect on Intention Accepted
to use VneID
H2 Social Influence has a positive effect on Intention to use Accepted
VneID
H3 Service Quality has a positive effect on Intention to use Accepted
VneID
H4 Perceived Risk has a negative effect on Intention to use Accepted
VneID
H5 Facilitating Conditions has a positive effect on Intention to Accepted
use VneID
Table 9. Hypotheses Acceptance

CHAPTER 5: CONCLUSION

The research was conducted with the aim of understanding the factors that affect
the intention to use the digital identification application “VNeID” among college students
in Ho Chi Minh City. When conducting the study, our research team relied on several
47
theoretical bases such as “Technology Acceptance Model” (TAM), “Unified Theory of
Acceptance and Use of Technology” (UTAUT) and “Theory of Planned Behaviour”
(TPB); and other related theories from previous studies. Afterwards, a research model
and scale of measurement were constructed based on that information. Using the SPSS
25.0 software to analyze the collected data, the research team can better understand the
impact of those factors on users' intention to use VNeID.

The results of the analysis provide significant insights on the factors affecting
users’ behavioral intention to adopt VNeID. Results have shown that “Performance
expectancy”, “Social influence”, “Service quality” and “Facilitating conditions” have a
positive effect on “Intention to use VNeID” whereas “Perceived risk” has a negative
effect. “Performance expectancy” is the variable with the most substantial effect on
“Intention to use VNeID”

5.1 Contributions

The study explores the factors that determine the intention to use VNeID. It
examines how Performance expectancy, Social influence, and other factors impact
individuals' decision to adopt and use the digital identification application. This aspect of
the research contributes to the broader understanding of the social dimension of
technology adoption and highlights the importance of those factors on users' intentions
and behaviors.

In theory, the research successfully introduced two new observed variables to the
“Intention to Use Scale” without violating the reliability and validity of the scale and also
added “Service Quality” which is still not a popular variable in technology-based. All
five independent variables including “Service Quality” were proved to have an effect on
the intention to use VNeID and together they explain 65% of the dependent variable.
Compared to a few previous researches, the it is higher by roughly 3%, which is an
improvement in model and scale developing.

In practice, the findings of this research can give developers, policymakers, and
48
researchers a better understanding and promote the adoption and use of digital
identification applications, which would lead to improved user experiences and the
advancement of digital identity systems and ultimately enhancing the acceptance and
usage of VNeID.

5.2 Recommendations

After evaluating the results of the research, our team has come up with the
following recommendations:

More than half of the respondents of the survey form were from UEH students.
Thus, the research should be extended to students from more universities in Ho Chi Minh
City to balance better the number of students participating in the research between
HCMC universities. Then, this could be a foundation for many related research to access
more target subjects.

The figures show that users respond substantially to the convenience they gain
from the application. VNeID's services have accelerated some life activities and boosted
their work efficiency. This is a good sign of a change from traditional authentication
methods. VNeID application developers could maintain and improve the seamless user
experience by simplifying the process for greater efficiency in users' work and life.

Social influence from individuals, groups, and entities around could also
persuasively shape the attitude of students toward VNeID as well as their intention to use
it. The application developer can encourage usage through government mass media
channels on platforms popular with young people. Moreover, in addition to the urging
from the Ministry of Public Security, they could collaborate with essential organizations,
such as universities, and remind users to encourage their children and relatives to use the
application.

The influence of service quality and facilitating conditions are considered at a

relative level; however, they still play a crucial role in students' intention to use VNeID.
Hence, the application operation should be improved for swift system error resolutions,
49
and the support team would strengthen in facilitating students' participation in the
application.

Most students respond slowly to the security issue. However, as this issue
negatively affects the intention to use an application owning users' information, VNeID
developers can build trust in safety for customers in the future. This can be achieved by
blocking suspicious access attempts and regularly reminding users to change their
passwords.

The above are recommendations based on research findings to increase students'

intention to use the VNeID electronic identification application frequently. In summary,
the application provider needs to leverage its strengths and address limitations as soon as
possible. Moreover, our team suggests balancing the number of students across different
schools for a more objective perspective.

5.3 Limitations and developments

5.3.1 Limitations

Considering the constraints of time and resources for the research on factors
influencing the decision to use VNeID among university students in Ho Chi Minh City, it
is essential to acknowledge that this study has certain limitations. However, these
limitations can serve as a basis for future research endeavors. The limitations of this
research and suggestions for future studies are as follows:

Firstly, the survey was conducted online, and the respondents primarily consisted
of students from the University of Economics and friends, friends of friends, and
acquaintances. This may have resulted in an uneven distribution in the survey sample,
such as a higher percentage of females than males. In addition, the scale's validity is not
consistent enough, resulting in 3 observed variables being removed when running EFA.
As a result, the findings might need to accurately reflect the population of university
students in Ho Chi Minh City. To enhance the generalizability of the results, the research
team suggests that future surveys should consider other sampling methods, such as
50
random sampling, and increase the survey's sample size.

Secondly, the scope of the research focused only on Ho Chi Minh City and
predominantly students from the University of Economics, which limited the scope of the
research model. The research team suggests future surveys be conducted on a larger scale
at multiple universities in different provinces and cities within the country, especially in
economically developed areas such as Hanoi, Da Nang, and others.

5.3.2 Developments

Because of the research team's time constraints, the surveying period was limited
to only two months. The research team suggests that future researchers should conduct
longitudinal studies that track participants' attitudes and behaviors over an extended
period to provide better insight into the factors that impact the decision to use VNeID.

Future research could explore comparative analyses between VNeID and digital
identification systems or platforms like mygovID and ThaID. Comparing VNeID with
alternative options would help identify the unique advantages or disadvantages of VNeID
and help developers improve the design and ease of use of VNeID.

REFERENCES

 Agrawal, A., Shah, P., & Wadhwa, V. (2007). EGOSQ-Users’ Assessment of E-

Governance Online-Services: A Quality Measurement Instrumentation.
Foundations of E-government.
 Al-Imarah, A. A., Zwain, A., & Al-Hakim, L. a. Y. (2013). The Adoption of E-
government Services in the Iraqi Higher Education Context: An application of the
UTAUT. Journal of Information Engineering and Applications, ISSN 2224-5782.
 Alkhalifah, A. (2013). Factors affecting user adoption of identity management
systems : an empirical study.
 Arfi, W. B., Nasr, I. B., Khvatova, T., & Zaied, Y. B. (2021). Understanding
acceptance of eHealthcare by IoT natives and IoT immigrants: An integrated

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 model of UTAUT, perceived risk, and financial cost. Technological Forecasting
and Social Change, 163, 120437.
 eBusiness@Newcastle. (n.d.). Unified Theory of Acceptance and Use of
Technology - TheoryHub - Academic theories reviews for research and T&L.
 Ellis, B. (2020) Articles - mobile credentials – frictionless everywhere, Parking
Today.
 Hà M. (2022, October 12). Việt Nam là một trong những nước sớm ứng dụng định
danh điện tử. Nhịp Sống Kinh Tế Việt Nam & Thế Giới.
 Hamzat, S. (n.d.). Influence of Performance Expectancy and Facilitating
Conditions on use of Digital Library by Engineering Lecturers in universities in
South-west, Nigeria. DigitalCommons@University of Nebraska - Lincoln.
 Hoàng Trọng, Chu Nguyễn Mộng Ngọc (2008), Phân tích dữ liệu nghiên cứu với
SPSS, NXB Hồng Đức 2008.
 Imi. (2023, March 8). Digital Identity Application. Identity Management
Institute®.
 Long, P. (2023) Chính thức Dùng Tài Khoản VneID Làm Thủ Tục Khi đi máy bay
Từ hôm nay 2/8, VOV.VN.
 Mohammed, I. A. (2021). FACTORS AFFECTING USER ADOPTION OF
IDENTITY MANAGEMENT SYSTEMS: AN EMPIRICAL STUDY. SSRN
Electronic Journal 8(1):104-110.
 Nguyễn T. N.-. T. (2022, October 29). Tài khoản định danh điện tử và những lợi
ích mang lại. Báo Pháp Luật Việt Nam Điện Tử.
 Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A
multiple- Item Scale for measuring consumer perceptions of service quality.
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 Samaya Dharmaraj. (2022, March 3). Vietnam Among Countries with Most
Affordable Mobile Internet. OpenGov Asia.
 Sarver, V. T. (1983). Ajzen and Fishbein's" theory of reasoned action": A critical

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 Silva, P. (2015). Davis' technology acceptance model (TAM)(1989). Information
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University Students: A Structural Equation Modeling Approach. Journal of
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acceptance of information technology: Toward a unified view. MIS quarterly, 425-
478.
 What is Effort Expectancy | IGI Global. (n.d.).
 Worthington, A. K. (2021, May 30). Technology Acceptance model. Pressbooks.

APPENDIX

1. Questionnaire

Xin chào anh/chị và các bạn!

Chúng em/mình là nhóm sinh viên đến từ trường Đại học Kinh tế TP.HCM (Đại
học UEH). Hiện nay, nhóm chúng em/mình đang tiến hành nghiên cứu ý định sử dụng
ứng dụng định danh điện tử VNeID của sinh viên tại TP.HCM.

Rất mong mọi người dành ít chút thời gian để hoàn thành khảo sát giúp chúng
em/mình. Những ý kiến của anh/chị và các bạn sẽ là đóng góp quan trọng để tài nghiên
cứu của chúng em/mình trở nên khách quan và hoàn thiện hơn.

Chúng em/mình xin đảm bảo mọi thông tin anh/chị và các bạn cung cấp sẽ được
bảo mật và dùng cho mục đích duy nhất là phục vụ bài nghiên cứu này.

Chúc mọi người một ngày làm việc, học tập hiệu quả!
53
1. Giới tính của bạn là:

 Nam
 Nữ

2. Bạn đang là sinh viên trường:

 UEH
 Khác

3. Bạn có cài đặt ứng dụng VNeID không?

 Có
 Không

Sau đây là một số phát biểu về ý định sử dụng ứng dụng định danh điện tử VNeID.
Xin vui lòng cho biết mức độ bạn đồng ý với từng phát biểu sau đây với thang điểm 5:

1. Hoàn toàn không đồng ý

2. Không đồng ý
3. Bình thường
4. Đồng ý
5. Hoàn toàn đồng ý

1 2 3 4 5
Hoàn Khôn Hoàn
Nội dung toàn g Bình Đồng toàn
không đồng thường ý đồng
đồng ý ý ý
Kỳ vọng hiệu quả
Sử dụng VNeID để định danh sẽ dễ
1
dàng hơn.
Sử dụng VNeID để định danh giúp tôi
2
tiết kiệm thời gian hơn.
Sử dụng VNeID giúp tăng hiệu quả
3
cuộc sống và công việc của tôi.
Ảnh hưởng xã hội
1 Chính phủ phổ biến VNeID rộng rãi.
54
 2 Người dân ủng hộ sử dụng VNeID.
Những người quan trọng với tôi
3
khuyến khích tôi sử dụng VNeID.
Những người có sức ảnh hưởng tới tôi
4
khuyến khích tôi sử dụng VNeID.
Chất lượng dịch vụ
VNeID có hệ thống hiện đại, cập nhật
1
liên tục.
Khi VNeID có lỗi hệ thống, lỗi sẽ được
2
sửa chữa kịp thời.
Khi tôi gặp vấn đề sử dụng, VNeID
3
giải đáp kịp thời.
VNeID lưu trữ thông tin người dùng
4
chính xác.
Rủi ro cảm nhận
Sử dụng VNeID để lưu trữ thông tin cá
1
nhân mang rủi ro.
Sử dụng VNeID để lưu trữ thông tin cá
2 nhân sẽ gây cho tôi nhiều rắc rối nếu
có lỗi hệ thống.
Tôi sẽ gặp trục trặc sử dụng nếu dùng
3
VNeID để lưu trữ thông tin cá nhân.
Các điều kiện thuận lợi
Có chỉ dẫn đầy đủ trong lúc đăng ký hệ
1
thống.
Hướng dẫn cụ thể cách sử dụng hệ
2
thống được cung cấp đầy đủ.
Có người (hoặc nhóm) hỗ trợ giải
3
quyết khi gặp khi khó khăn sử dụng
Ý định sử dụng VNeID
Tôi có ý định sử dụng VNeID trong
1
thời gian tới.
Tôi sẽ sử dụng ứng dụng VNeID thay
2
cho thẻ định danh thông thường.
Tôi sẽ ưu tiên sử dụng VNeID bất cứ
3 khi nào cần xác thực danh tính trong
thời gian tới.

2. Testing scale reliability with Cronbach Alpha

55
  Performance Expectancy Scale:

Case Processing Summary

N %

Cases Valid 164 100.0

Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.899 3

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance Corrected Item- Alpha if Item
Item Deleted if Item Deleted Total Correlation Deleted

[Sử dụng VNeID để định 7.48 3.662 .787 .868

danh sẽ dễ dàng hơn.]

[Sử dụng VNeID để định 7.73 3.290 .825 .834

danh giúp tôi tiết kiệm thời
gian hơn.]

[Sử dụng VNeID giúp tăng 7.94 3.481 .791 .864

hiệu quả cuộc sống và công
việc của tôi.]

 Social Influence Scale:

56
 Case Processing Summary

N %

Cases Valid 164 100.0

Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.805 4

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance Corrected Item- Alpha if Item
Item Deleted if Item Deleted Total Correlation Deleted

[Chính phủ phổ biến VNeID 10.63 6.934 .462 .823

rộng rãi.]

[Người dân ủng hộ sử dụng 10.99 6.245 .665 .739

VNeID.]

[Những người quan trọng 11.04 5.244 .722 .702

với tôi khuyến khích tôi sử
dụng VNeID.]

[Những người có sức ảnh 11.21 5.490 .651 .741

hưởng tới tôi khuyến khích
tôi sử dụng VNeID.]

 Service Quality Scale:

57
 Case Processing Summary

N %

Cases Valid 164 100.0

Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.874 4

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance Corrected Item- Alpha if Item
Item Deleted if Item Deleted Total Correlation Deleted

[VNeID có hệ thống hiện 10.55 5.537 .784 .817

đại, cập nhật liên tục.]

[Khi VNeID có lỗi hệ thống, 10.68 5.386 .862 .785

lỗi sẽ được sửa chữa kịp
thời.]

[Khi tôi gặp vấn đề sử dụng, 10.75 5.489 .773 .822

VNeID giải đáp kịp thời.]

[VNeID lưu trữ thông tin 9.95 7.200 .522 .911

người dùng chính xác.]

 Perceived Risk Scale:

Case Processing Summary

58
 N %

Cases Valid 164 100.0

Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.869 3

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance if Corrected Item- Alpha if Item
Item Deleted Item Deleted Total Correlation Deleted

[Sử dụng VNeID để lưu trữ 6.02 4.269 .703 .857

thông tin cá nhân mang rủi
ro.]

[Sử dụng VNeID để lưu trữ 5.86 3.937 .793 .774

thông tin cá nhân sẽ gây cho
tôi nhiều rắc rối nếu có lỗi hệ
thống.]

[Tôi sẽ gặp trục trặc sử 6.18 4.318 .754 .812

dụng nếu dùng VNeID để
lưu trữ thông tin cá nhân.]

 Facilitating Conditions Scale:

Case Processing Summary

59
 N %

Cases Valid 164 100.0

Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.845 3

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance Corrected Item- Alpha if Item
Item Deleted if Item Deleted Total Correlation Deleted

[Có chỉ dẫn đầy đủ trong lúc 7.35 2.928 .730 .766
đăng ký hệ thống.]

[Hướng dẫn cụ thể cách sử 7.36 2.980 .805 .702

dụng hệ thống được cung
cấp đầy đủ.]

[Có người (hoặc nhóm) hỗ 7.62 3.034 .615 .883

trợ giải quyết khi gặp khi khó
khăn sử dụng]

 Intention to Use:

Case Processing Summary

N %

Cases Valid 164 100.0

60
 Excludeda 0 .0

Total 164 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha N of Items

.929 3

Item-Total Statistics

Cronbach's
Scale Mean if Scale Variance Corrected Item- Alpha if Item
Item Deleted if Item Deleted Total Correlation Deleted

[Tôi có ý định sử dụng 7.24 4.563 .816 .926

VNeID trong thời gian tới.]

[Tôi sẽ sử dụng ứng dụng 7.40 4.070 .870 .884

VNeID thay cho thẻ định
danh thông thường.]

[Tôi sẽ ưu tiên sử dụng 7.41 4.108 .878 .877

VNeID bất cứ khi nào cần
xác thực danh tính trong thời
gian tới.]

3. Testing scale validity with Exploratory Factor Analysis

Iniatial Exploratory Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .889

Bartlett's Test of Sphericity Approx. Chi-Square 2547.993

61
 df 190

Sig. .000

Total Variance Explained

Rotation Sums of
Squared
Initial Eigenvalues Extraction Sums of Squared Loadings Loadingsa

Factor Total % of Variance Cumulative % Total % of Variance Cumulative % Total

1 9.380 46.901 46.901 7.252 36.262 36.262 7.435

2 2.434 12.172 59.073 1.011 5.054 41.316 7.106

3 1.322 6.612 65.685 2.342 11.711 53.027 2.333

4 1.105 5.524 71.209 2.240 11.201 64.228 7.218

5 .967 4.835 76.044 .979 4.895 69.123 5.785

6 .743 3.717 79.761 .643 3.216 72.339 5.762

7 .670 3.352 83.113

8 .496 2.481 85.594

9 .484 2.421 88.015

10 .414 2.070 90.085

11 .333 1.664 91.749

12 .283 1.413 93.162

13 .261 1.304 94.466

14 .217 1.083 95.549

15 .196 .978 96.527

16 .178 .890 97.417

17 .156 .781 98.198

62
18 .140 .698 98.895

19 .129 .644 99.539

20 .092 .461 100.000

Extraction Method: Generalized Least Squares.

a. When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.

Pattern Matrixa

Factor

1 2 3 4 5 6

[Sử dụng VNeID để định danh sẽ dễ dàng hơn.] 1.001

[Sử dụng VNeID để định danh giúp tôi tiết kiệm thời .761
gian hơn.]

[Sử dụng VNeID giúp tăng hiệu quả cuộc sống và .743
công việc của tôi.]

[Chính phủ phổ biến VNeID rộng rãi.] .549

[Người dân ủng hộ sử dụng VNeID.]

[Những người quan trọng với tôi khuyến khích tôi sử 1.063
dụng VNeID.]

[Những người có sức ảnh hưởng tới tôi khuyến khích .701
tôi sử dụng VNeID.]

[VNeID có hệ thống hiện đại, cập nhật liên tục.] .913

[Khi VNeID có lỗi hệ thống, lỗi sẽ được sửa chữa kịp 1.002
thời.]

[Khi tôi gặp vấn đề sử dụng, VNeID giải đáp kịp thời.] .850

[VNeID lưu trữ thông tin người dùng chính xác.] .425

[Sử dụng VNeID để lưu trữ thông tin cá nhân mang rủi .748
ro.]

63
[Sử dụng VNeID để lưu trữ thông tin cá nhân sẽ gây .858
cho tôi nhiều rắc rối nếu có lỗi hệ thống.]

[Tôi sẽ gặp trục trặc sử dụng nếu dùng VNeID để lưu .911
trữ thông tin cá nhân.]

[Có chỉ dẫn đầy đủ trong lúc đăng ký hệ thống.] 1.088

[Hướng dẫn cụ thể cách sử dụng hệ thống được cung .611

cấp đầy đủ.]

[Có người (hoặc nhóm) hỗ trợ giải quyết khi gặp khi
khó khăn sử dụng]

[Tôi có ý định sử dụng VNeID trong thời gian tới.] .616

[Tôi sẽ sử dụng ứng dụng VNeID thay cho thẻ định .821
danh thông thường.]

[Tôi sẽ ưu tiên sử dụng VNeID bất cứ khi nào cần xác 1.043
thực danh tính trong thời gian tới.]

Exploratory Factor Analysis after removing “Chính phủ phổ biến VNeID rộng rãi”
(SI1), “Người dân ủng hộ sử dụng VNeID” (SI2) and “Có người (hoặc nhóm) hỗ trợ giải
quyết khi gặp khi khó khăn sử dụng” (FC3)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .875

Bartlett's Test of Sphericity Approx. Chi-Square 2219.727

df 136

Sig. .000

Total Variance Explained

Rotation Sums of
Squared
Initial Eigenvalues Extraction Sums of Squared Loadings Loadingsa

Factor Total % of Variance Cumulative % Total % of Variance Cumulative % Total

64
1 8.113 47.726 47.726 4.493 26.427 26.427 6.229

2 2.426 14.273 61.999 4.264 25.083 51.510 6.010

3 1.245 7.321 69.319 2.193 12.900 64.409 6.274

4 1.057 6.220 75.540 .942 5.539 69.949 2.372

5 .762 4.480 80.020 .669 3.936 73.884 4.623

6 .716 4.213 84.233 .570 3.355 77.239 4.796

7 .564 3.319 87.552

8 .387 2.278 89.830

9 .290 1.706 91.536

10 .268 1.575 93.111

11 .227 1.334 94.445

12 .202 1.187 95.632

13 .196 1.152 96.784

14 .172 1.013 97.797

15 .146 .858 98.655

16 .130 .766 99.420

17 .099 .580 100.000

Extraction Method: Generalized Least Squares.

a. When factors are correlated, sums of squared loadings cannot be added to obtain a total variance.

Pattern Matrixa

Factor

1 2 3 4 5 6

[Sử dụng VNeID để định .965

danh sẽ dễ dàng hơn.]

65
[Sử dụng VNeID để định .799
danh giúp tôi tiết kiệm thời
gian hơn.]

[Sử dụng VNeID giúp tăng .728

hiệu quả cuộc sống và công
việc của tôi.]

[Những người quan trọng với .812

tôi khuyến khích tôi sử dụng
VNeID.]

[Những người có sức ảnh .860

hưởng tới tôi khuyến khích tôi
sử dụng VNeID.]

[VNeID có hệ thống hiện đại, .856

cập nhật liên tục.]

[Khi VNeID có lỗi hệ thống, .999

lỗi sẽ được sửa chữa kịp
thời.]

[Khi tôi gặp vấn đề sử dụng, .793

VNeID giải đáp kịp thời.]

[VNeID lưu trữ thông tin .440

người dùng chính xác.]

[Sử dụng VNeID để lưu trữ .775

thông tin cá nhân mang rủi
ro.]

[Sử dụng VNeID để lưu trữ .880

thông tin cá nhân sẽ gây cho
tôi nhiều rắc rối nếu có lỗi hệ
thống.]

[Tôi sẽ gặp trục trặc sử dụng .883

nếu dùng VNeID để lưu trữ
thông tin cá nhân.]

[Có chỉ dẫn đầy đủ trong lúc 1.050

đăng ký hệ thống.]

66
 [Hướng dẫn cụ thể cách sử .597
dụng hệ thống được cung
cấp đầy đủ.]

[Tôi có ý định sử dụng .721

VNeID trong thời gian tới.]

[Tôi sẽ sử dụng ứng dụng .843

VNeID thay cho thẻ định
danh thông thường.]

[Tôi sẽ ưu tiên sử dụng .951

VNeID bất cứ khi nào cần xác
thực danh tính trong thời gian
tới.]

Extraction Method: Generalized Least Squares.

Rotation Method: Promax with Kaiser Normalization.

a. Rotation converged in 6 iterations.

4. Testing the hypothesis of the multiple regression model

Model Summaryb

Adjusted R Std. Error of the

Model R R Square Square Estimate Durbin-Watson

1 .813a .662 .651 .59831 2.176

a. Predictors: (Constant), facilitating.conditions, perceived.risk, social.influence,

performance.expectancy, service.quality

b. Dependent Variable: intention.to.use

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