Citizen recommendation for social media-based government application development: A design science approach

Abstract

The sustained social and economic phenomenon will affect the coming years, such as the increased cultural and religious diversity, population growth and changes in consumption and lifestyle. This condition will create various challenges to the public service. In providing the initiative on e-government, in this case is e-government based on social media, the government has invested in resources, energy, time and minds with the belief that it will improve the service quality to citizens. The purpose of this initiative is for citizens to use social media that allows them to access information about the condition of their city. This social media application offers the benefits of a communication channel between the community and the government or parties which has a public interest. Through this application, people can complain about various public services. Therefore, this research aimed to allow citizens to provide feedback on the development of ongoing social media-based e-government applications and to build and propose the appropriate architecture needed to develop a social media-based egovernment application.