COVID-19 website quality towards user satisfaction and intention to use analysis using partial least square-structural equation modeling

Abstract

COVID-19 has caused all countries to remain alert to implement health protocols. The Indonesian government, from central to the regions, has built a COVID-19 information system that can be used as an information source for the public. The COVID-19 pandemic is expected to last longer than expected, so a reliable and accurate information system is needed. So there needs to be an evaluation regarding the COVID-19 information system, especially in the regions to increase the public's awareness towards pandemic. The study aims to evaluate Kabupaten Cirebon's COVID-19 information system website using Partial Least Square-Structural Equation Modeling (PLS-SEM). We use WebQual 4.0 towards User Satisfaction and Intention of Use as a evaluation model. Data were obtained from 261 respondents who rated website for four months from June to September 2020. Based on the assessment of the PLS-SEM model, the Service Interaction Quality variable most influences users of the Covid-19 website to re-access the website and recommend it to other users. Service Interaction Quality also dominantly influencing user satisfaction.