Public Behavior as an Output of E-Government Service: The Role of New Technology Integrated in E-Government and Antecedent of Relationship Quality

Abstract

Electronic government has played an essential role in citizen policy strategy, especially during the COVID-19 pandemic. As part of citizen and government interaction, companies can utilize electronic government facilities to establish direct communication and maintain service quality by integrating new technologies and facilities in electronic government which can provide service via online, embedded with social media integration, implemented with mobile service, using personalized user accounts, e-participation service integration, in combination with ongoing citizen information. Therefore, electronic government facilities must adapt and choose the right content to promote strong citizen relations, leading to citizen behavior to make long-term use of electronic government facilities. This study considered and integrated the latest technology from electronic government and associated it with connection quality. Sustainable motives and faithfulness were used to quantify the quality of citizen relations to electronic government facilities, which can influence the results of citizen behavior. The SmartPLS 2 software was used to quantify and estimate 425 online questionnaire surveys. The results showed that of the 12 hypotheses, eight hypotheses were declared to have a significant effect, consisting of H1, H2, H6–H8, and H10–H12, while the other four hypotheses were stated to have no significant effect, namely H3–H5, and H9. This study was used to guide the government as a provider of electronic government facilities to adapt and provide content following the dimensions of the latest technology to achieve goals and produce sustainable implementation.