Digital inclusion, public service accessibility, and perceived inclusive development in Vietnam: Evidence from a PLS-SEM analysis

Digital inclusion is central to citizen-centered digital government, yet evidence remains limited on how it translates into perceived inclusive development in emerging economies. This study examines relationships among institutional support, digital inclusion, public service accessibility, citizen satisfaction, and perceived inclusive development. Survey data from 500 Vietnamese users of online public administrative services were analyzed using partial least squares structural equation modeling (PLS-SEM). Results show that institutional support strengthens digital inclusion; digital inclusion improves accessibility and directly enhances perceived inclusive development; accessibility increases satisfaction; and satisfaction strengthens perceived inclusive development. Bootstrapped mediation tests indicate that accessibility mediates the relationship between digital inclusion and satisfaction, while accessibility and satisfaction sequentially mediate the relationship between digital inclusion and perceived inclusive development. These findings extend digital-government and public-value research by showing that access alone is insufficient: citizens derive inclusive-development benefits when they possess the resources and capabilities needed to use digital services effectively and experience those services as accessible and satisfactory. The study highlights user-centered platforms, digital-skills support, affordable connectivity, and hybrid assistance for citizens at risk of digital exclusion.