Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication

Achmad N. Hidayanto; Hana Fitriani; Azna A. Nurfaiza; Hanifah Rahmajati; Muhammad G. A. Dwitama; Naura K. Priono

doi:10.1109/IC4e65071.2025.11075429

Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication

Achmad N. Hidayanto
, Hana Fitriani
, Azna A. Nurfaiza
, Hanifah Rahmajati
, Muhammad G. A. Dwitama
, Naura K. Priono

Research output: Contribution to conference › Paper › peer-review

Abstract

This study assesses the factors influencing user stickiness on government social media as an electronic communication tool between government and citizens. Using the IS Success Model and trust-commitment theory as frameworks, the research examines interactivity, feedback, and information quality as key dimensions of service quality. This research employed quantitative method, with 204 valid responses analyzed using PLS-SEM. The findings reveal that all service quality dimensions positively impact perceived usefulness and satisfaction, which in turn foster trust and relationship commitment. Both trust and commitment are critical to enhancing user stickiness. The study provides insights to help develop strategies for improving government-citizen communication via social media platforms.

Original language	English
Pages	318-322
DOIs	https://doi.org/10.1109/IC4e65071.2025.11075429
Publication status	Published - 26 Apr 2025
Event	2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e) - Tokyo, Japan Duration: 26 Apr 2025 → 29 Apr 2025

Conference

Conference	2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e)
Period	26/04/25 → 29/04/25

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 16 Peace, Justice and Strong Institutions

Keywords

electronic government
electronic communication
IS success model
trust-commitment theory

Access to Document

10.1109/IC4e65071.2025.11075429

https://ieeexplore.ieee.org/document/11075429/

Cite this

Hidayanto, A. N., Fitriani, H., Nurfaiza, A. A., Rahmajati, H., Dwitama, M. G. A., & Priono, N. K. (2025). Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication. 318-322. Paper presented at 2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e). https://doi.org/10.1109/IC4e65071.2025.11075429

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title = "Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health{\textquoteright}s Social Media Communication",

abstract = "This study assesses the factors influencing user stickiness on government social media as an electronic communication tool between government and citizens. Using the IS Success Model and trust-commitment theory as frameworks, the research examines interactivity, feedback, and information quality as key dimensions of service quality. This research employed quantitative method, with 204 valid responses analyzed using PLS-SEM. The findings reveal that all service quality dimensions positively impact perceived usefulness and satisfaction, which in turn foster trust and relationship commitment. Both trust and commitment are critical to enhancing user stickiness. The study provides insights to help develop strategies for improving government-citizen communication via social media platforms.",

keywords = "electronic government, electronic communication, IS success model, trust-commitment theory",

author = "Hidayanto, \{Achmad N.\} and Hana Fitriani and Nurfaiza, \{Azna A.\} and Hanifah Rahmajati and Dwitama, \{Muhammad G. A.\} and Priono, \{Naura K.\}",

year = "2025",

month = apr,

day = "26",

doi = "10.1109/IC4e65071.2025.11075429",

language = "English",

pages = "318--322",

note = "2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e) ; Conference date: 26-04-2025 Through 29-04-2025",

}

Hidayanto, AN, Fitriani, H, Nurfaiza, AA, Rahmajati, H, Dwitama, MGA & Priono, NK 2025, 'Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication', Paper presented at 2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e), 26/04/25 - 29/04/25 pp. 318-322. https://doi.org/10.1109/IC4e65071.2025.11075429

Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication. / Hidayanto, Achmad N.; Fitriani, Hana; Nurfaiza, Azna A. et al.
2025. 318-322 Paper presented at 2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e).

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication

AU - Hidayanto, Achmad N.

AU - Fitriani, Hana

AU - Nurfaiza, Azna A.

AU - Rahmajati, Hanifah

AU - Dwitama, Muhammad G. A.

AU - Priono, Naura K.

PY - 2025/4/26

Y1 - 2025/4/26

N2 - This study assesses the factors influencing user stickiness on government social media as an electronic communication tool between government and citizens. Using the IS Success Model and trust-commitment theory as frameworks, the research examines interactivity, feedback, and information quality as key dimensions of service quality. This research employed quantitative method, with 204 valid responses analyzed using PLS-SEM. The findings reveal that all service quality dimensions positively impact perceived usefulness and satisfaction, which in turn foster trust and relationship commitment. Both trust and commitment are critical to enhancing user stickiness. The study provides insights to help develop strategies for improving government-citizen communication via social media platforms.

AB - This study assesses the factors influencing user stickiness on government social media as an electronic communication tool between government and citizens. Using the IS Success Model and trust-commitment theory as frameworks, the research examines interactivity, feedback, and information quality as key dimensions of service quality. This research employed quantitative method, with 204 valid responses analyzed using PLS-SEM. The findings reveal that all service quality dimensions positively impact perceived usefulness and satisfaction, which in turn foster trust and relationship commitment. Both trust and commitment are critical to enhancing user stickiness. The study provides insights to help develop strategies for improving government-citizen communication via social media platforms.

KW - electronic government

KW - electronic communication

KW - IS success model

KW - trust-commitment theory

U2 - 10.1109/IC4e65071.2025.11075429

DO - 10.1109/IC4e65071.2025.11075429

M3 - Paper

SP - 318

EP - 322

T2 - 2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e)

Y2 - 26 April 2025 through 29 April 2025

ER -

Hidayanto AN, Fitriani H, Nurfaiza AA, Rahmajati H, Dwitama MGA, Priono NK. Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication. 2025. Paper presented at 2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e). doi: 10.1109/IC4e65071.2025.11075429

Enhancing Citizen Stickiness: A Dual Framework of IS Success Model and Trust-Commitment Theory in Indonesian Ministry of Health’s Social Media Communication

Abstract

Conference

UN SDGs

Keywords

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