Combining entropy and importance performance analysis (IPA) method for improving information quality on government’s social media: A case of Ministry of Finance (KEMENKEU)

In the implementation of Indonesia’s eGovernment, the presence of social media helps the government provide an information channel to the public, with great efficiency and low cost, and it stimulates participation from the public. In using social media as an information channel, the information quality (IQ) becomes one of the key factors affecting the level of user satisfaction. Therefore, in this study, we aim to investigate the core dimensions that affect user satisfaction by using a case study from the Ministry of Finance (Kemenkeu) and introducing the entropy method. Accordingly, an online survey was conducted with 173 participants between the users who followed Kemenkeu’s social media. The results show that completeness, novelty, and popularity are the core dimensions affecting user satisfaction. Then, by looking at the realities and expectations of the users, we made the mapping of the importance performance analysis (IPA) as a suggestion for the development strategy for Kemenkeu’s social media in improving their IQ. We found that the top dimensions for improvement strategy are the amount of appropriate information, ease of processing, and objectivity. This paper provides the groundwork to rank the IQ of social media, with a potential future research area.