Enhancing citizen satisfaction and loyalty in e-government: Lessons learned from Jakarta COVID-19 website

Abstract

This study focuses on the sustainability of utilizing health information related to COVID-19 to meet public needs after the end of the pandemic era in Jakarta. During the COVID-19 pandemic in 2020, as a form of response to public needs regarding information and services about COVID-19, the government provided services and digital information to optimize information access to citizens. However, the COVID-19 situation in Jakarta has changed, therefore the Corona website’s needs for information and services have also changed. By maximizing e-government owned by the Jakarta Provincial Government, one of the efforts that can be made is increasing service loyalty and information utilization. This research model refers to the theory of Four-Stages Loyalty and reputation on websites, adding variables to Communicative Ecology on government media as a source of information about COVID-19 and variables in visual complexity models on electronic devices. This research methodology uses quantitative approaches using PLS-SEM, and the respondents are users within the last three months. Based on the results of this research, the loyalty stage provides the basis for the development of the Jakarta government’s Corona website to maintain user loyalty.