Interactive model of government websites based on decision tree analysis and web quality 4.0

Abstract

Government websites are important for providing citizens access to vital public information. However, many government websites are not well-designed, difficult to navigate, even out-of-date, and insufficient in providing information and interactive channels. Based on previous studies, website development often fails because it is oriented toward implementing a mandate without evaluating the website traffic and visitors. The evaluation process of e-government websites is essential for developing the performance and quality of the websites (Lee-Geiller & Lee, 2019). This study aims to evaluate the quality of Indonesian local governments. This study used a quantitative approach with a web quality 4.0 (WebQual 4.0) instrument for assessing the quality of websites. WebQual 4.0 consists of three components: usability design, information quality, and interaction services. Data were analyzed using decision tree techniques. The main finding of the study is that not all WebQual 4.0 components affect the number of visitors. The interaction service component is the most influential factor. The results suggest a website paradigm that focuses on visitors’ interaction. Visitors should feel they are well-served and engaged when using a website. This approach of interactive websites can employ popular social media platforms to offer real-time visitor interaction.