Navigating crisis information: The interplay of usability, usefulness, and choice in government website retention

Abstract

Government websites serve as critical platforms for public information and access to information during a crisis. However, the abundance of alternative information sources raises questions about what drives users to retain these official platforms amidst intense digital competition. This study investigates the determinants of continuance intention toward electronic governance platforms during crisis websites by integrating Expectation-Confirmation Theory (ECT) with usability constructs (perceived ease of use and enjoyment) and information quality. A quantitative approach was employed using an online survey of 460 Indonesian citizens who accessed government COVID-19 websites, selected via pur..