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

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.