Exploring the Influence of Citizen Sentiment on the utilization of Government Service Applications in Indonesia

As a growing nation, Indonesia has demonstrated notable progress in adopting digital technologies. Consequently, the prevalence of government-utilized online applications has continued to escalate. The problem we found is that the challenge emerged with using such systems and the application's usefulness, service quality, and information quality. It has resulted in many individuals opting to continue using offline government services. This research seeks to determine the service quality and information quality the government application provides. Purposive sampling was employed in conjunction with Smart-PLS for data collection and analysis. In the data collection phase from March to April 2024, 332 valid respondents were collected through Google form, focusing specifically on the Jabodetabek area (comprising cities in Indonesia). Structural Equation Modeling (SEM) analysis was conducted using SMART PLS. The research model encompasses a total of nine variables. This study's findings show that the 1 hypothesis has a nonsignificant impact: Attitude towards using. However, the research also concludes that citizens prefer faster service response over service quality, which is concluded due to the demographic of the respondents found in this research.