E-Government And The Next Generation: How Satisfaction And Behavioral Intentions Shape Young Citizens' Loyalty
DOI:
https://doi.org/10.33395/owner.v10i4.3451Keywords:
Service Quality, Trust in E-Government, User satisfaction, Behavioral Intention, Loyalty, E-Government SystemAbstract
The growing reliance on digital platforms for public service delivery has raised important questions about what sustains citizens' long-term engagement with government-operated systems. This study examines the extent to which trust in e-government and service quality influence user loyalty among young citizens, with satisfaction and behavioral intention serving as sequential mediating variables, focusing on JKN Mobile as a digital public healthcare platform in Indonesia. A quantitative research design was employed, with data collected from 150 active users selected through purposive sampling to ensure that all respondents possessed meaningful prior experience with e-government services. The data were subsequently analyzed using Structural Equation Modeling (SEM) to assess the relationships among the constructs under investigation. The findings reveal that trust in e-government and service quality exert a positive and significant influence on user satisfaction. Satisfaction, in turn, strengthens users' behavioral intention, which subsequently contributes to the development of sustained user loyalty. Behavioral intention is identified as a pivotal mediating construct, functioning as the critical bridge through which satisfaction translates into long-term loyalty. These findings suggest that governments and service providers should treat the reinforcement of trust and the continuous improvement of service quality as foundational priorities, as doing so fosters the kind of sustained user commitment that ensures the long-term viability of digital public service platforms.
Downloads
References
Abu-Shanab, E., & Al-Azzam, A. (2012a). Trust Dimensions and the Adoption of E-Government in Jordan. International Journal of Information Communication Technologies and Human Development, 4(1), 39–51. https://doi.org/10.4018/jicthd.2012010103
Abu-Shanab, E., & Al-Azzam, A. (2012b). Trust Dimensions and the Adoption of E-Government in Jordan. International Journal of Information Communication Technologies and Human Development, 4(1), 39–51. https://doi.org/10.4018/jicthd.2012010103
AL Athmay, Al. A. A., Fantazy, K., & Kumar, V. (2016). E-government adoption and user’s satisfaction: an empirical investigation. EuroMed Journal of Business, 11(1), 57–83. https://doi.org/10.1108/EMJB-05-2014-0016
Alam, T., Aftab, M., Abbas, Z., Ugli, K. M. M., & Bokhari, S. A. A. (2023). Impact of E-Government Initiatives to Combat Corruption Mediating by Behavioral Intention: A Quantitative Analysis from Emerging Economies. Sustainability (Switzerland), 15(3). https://doi.org/10.3390/su15032694
Alawadhi, S., Alansari, H., & Alsaber, A. R. (2024a). Explicating Trust-building Factors Impacting the Use of e-government Services. 42(5), 1244–1265. https://doi.org/10.1177/08944393231220757
Alawadhi, S., Alansari, H., & Alsaber, A. R. (2024b). Explicating Trust-building Factors Impacting the Use of e-government Services. 42(5), 1244–1265. https://doi.org/10.1177/08944393231220757
Alkraiji, A., & Ameen, N. (2022a). The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services. Information Technology and People, 35(4), 1239–1270. https://doi.org/10.1108/ITP-04-2020-0229
Alkraiji, A., & Ameen, N. (2022b). The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services. Information Technology and People, 35(4), 1239–1270. https://doi.org/10.1108/ITP-04-2020-0229
Alkraiji, A. I. (2020). Citizen Satisfaction with Mandatory E-Government Services: A Conceptual Framework and an Empirical Validation. IEEE Access, 8, 117253–117265. https://doi.org/10.1109/ACCESS.2020.3004541
Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2017). Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework. International Business Review, 26(1), 164–175. https://doi.org/10.1016/j.ibusrev.2016.06.004
Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2018). Investigating the impact of citizens’ trust toward the successful adoption of e-government: A multigroup analysis of gender, age, and internet experience. Information Systems Management, 35(2), 124–146. https://doi.org/10.1080/10580530.2018.1440730
Badcock, C., & Gambetta, D. (1990a). Trust: Making and Breaking Cooperative Relations. In The British Journal of Sociology (Vol. 41, Number 1, p. 128). https://doi.org/10.2307/591021
Badcock, C., & Gambetta, D. (1990b). Trust: Making and Breaking Cooperative Relations. In The British Journal of Sociology (Vol. 41, Number 1, p. 128). https://doi.org/10.2307/591021
DeLone, W. H., & McLean, E. R. (2003a). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
DeLone, W. H., & McLean, E. R. (2003b). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Khan, E. A., Cram, A., Wang, X., Tran, K., Cavaleri, M., & Rahman, M. J. (2023). Modelling the impact of online learning quality on students’ satisfaction, trust and loyalty. International Journal of Educational Management, 37(2), 281–299. https://doi.org/10.1108/IJEM-02-2022-0066
Kumar, R. (2024). To save the environment is my moral duty: investigating young consumer’s green purchase behaviour with moderated mediation approach. Social Responsibility Journal, 20(8), 1508–1534. https://doi.org/10.1108/SRJ-02-2023-0066
Kumar, R., Kumar, R., Sachan, A., & Gupta, P. (2020a). An examination of the e-government service value chain. Information Technology and People, 34(3), 889–911. https://doi.org/10.1108/ITP-09-2018-0438
Kumar, R., Kumar, R., Sachan, A., & Gupta, P. (2020b). An examination of the e-government service value chain. Information Technology and People, 34(3), 889–911. https://doi.org/10.1108/ITP-09-2018-0438
Li, C. Y., & Tsai, M. C. (2022). What makes guests trust Airbnb? Consumer trust formation and its impact on continuance intention in the sharing economy. Journal of Hospitality and Tourism Management, 50(129), 44–54. https://doi.org/10.1016/j.jhtm.2021.12.001
Li, Y., & Shang, H. (2020a). Information & Management Service quality , perceived value , and citizens ’ continuous-use intention regarding e-government?: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10.1016/j.im.2019.103197
Li, Y., & Shang, H. (2020b). Information & Management Service quality , perceived value , and citizens ’ continuous-use intention regarding e-government?: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10.1016/j.im.2019.103197
Liao, G. Y., Nguyen, H. Van, Cheng, T. C. E., & Teng, C. I. (2020). How do social networks foster online gamer loyalty? Perspective of weak/strong tie theory. Telematics and Informatics, 53(February), 101437. https://doi.org/10.1016/j.tele.2020.101437
Liao, Y. K., Wu, W. Y., Pham, T. T., & Sengheang, H. (2021). Influence of environmental concerns and moral obligation on purchase intention: Evidence from cambodia. Asian Journal of Business Research, 11(2), 63–82. https://doi.org/10.14707/ajbr.210107
Long, Y., Yang, K., Huang, R., Yuan, G., & Xia, Y. (2026). Enhancing citizen satisfaction with mobile government services in China: The mediating role of trust in service quality and perceived value. Telematics and Informatics, 104. https://doi.org/10.1016/j.tele.2025.102355
Luo, C., Hasan, N. A. M., & Zamri bin Ahmad, A. M. (2024). Exploring Satisfaction and Trust as Key Drivers of e-Government Continuance Intention: Evidence from China for Sustainable Digital Governance. Sustainability (Switzerland), 16(24). https://doi.org/10.3390/su162411068
Mirkovski, K., Rouibah, K., Lowry, P., Paliszkiewicz, J., & Ganc, M. (2024a). Cross-country determinants of citizens’ e-government reuse intention: empirical evidence from Kuwait and Poland. Information Technology and People, 37(4), 1864–1896. https://doi.org/10.1108/ITP-08-2022-0651
Mirkovski, K., Rouibah, K., Lowry, P., Paliszkiewicz, J., & Ganc, M. (2024b). Cross-country determinants of citizens’ e-government reuse intention: empirical evidence from Kuwait and Poland. Information Technology and People, 37(4), 1864–1896. https://doi.org/10.1108/ITP-08-2022-0651
Oliver, R. L., & Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. 17(4), 460–469.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005a). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005b). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Pham, L., Limbu, Y. B., Thi, M., & Le, T. (2023a). E-government service quality , perceived value , satisfaction , and loyalty?: evidence from a newly emerging country. 812–833. https://doi.org/10.1017/S0143814X23000296
Pham, L., Limbu, Y. B., Thi, M., & Le, T. (2023b). E-government service quality , perceived value , satisfaction , and loyalty?: evidence from a newly emerging country. 812–833. https://doi.org/10.1017/S0143814X23000296
Phung, T. M. T., Nguyen, L. D., Nguyen, T. H., & Pham, L. N. T. (2024). Technology Readiness between Public and Private College Students: An Examination in Vietnam. Public Organization Review, 24(2), 631–656. https://doi.org/10.1007/s11115-022-00643-8
Qatawneh, N., Alkhasawneh, R., & Althonayan, A. (2023a). Examining the Influence of Website Quality on Citizen ’ s E-Loyalty in Domestic Tourism in Jordan?: The Role of E-Trust and E-Satisfaction. 2023. https://doi.org/10.1155/2023/2614673
Qatawneh, N., Alkhasawneh, R., & Althonayan, A. (2023b). Examining the Influence of Website Quality on Citizen ’ s E-Loyalty in Domestic Tourism in Jordan?: The Role of E-Trust and E-Satisfaction. 2023. https://doi.org/10.1155/2023/2614673
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
Santa, R., MacDonald, J. B., & Ferrer, M. (2019a). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. Government Information Quarterly, 36(1), 39–50. https://doi.org/10.1016/j.giq.2018.10.007
Santa, R., MacDonald, J. B., & Ferrer, M. (2019b). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. Government Information Quarterly, 36(1), 39–50. https://doi.org/10.1016/j.giq.2018.10.007
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020a). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85(March), 101815. https://doi.org/10.1016/j.jairtraman.2020.101815
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020b). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85(March), 101815. https://doi.org/10.1016/j.jairtraman.2020.101815
Shayganmehr, M., Kumar, A., Garza-Reyes, J. A., & Zavadskas, E. K. (2023a). A framework for assessing trust in e-government services under uncertain environment. In Information Technology and People (Vol. 36, Number 7). https://doi.org/10.1108/ITP-01-2021-0096
Shayganmehr, M., Kumar, A., Garza-Reyes, J. A., & Zavadskas, E. K. (2023b). A framework for assessing trust in e-government services under uncertain environment. In Information Technology and People (Vol. 36, Number 7). https://doi.org/10.1108/ITP-01-2021-0096
Sukma, N., & Leelasantitham, A. (2022a). The Influence and Continuance Intention of the E-Government System: A Case Study of Community Water Supply Business. Frontiers in Environmental Science, 10(June), 1–17. https://doi.org/10.3389/fenvs.2022.918981
Sukma, N., & Leelasantitham, A. (2022b). The Influence and Continuance Intention of the E-Government System: A Case Study of Community Water Supply Business. Frontiers in Environmental Science, 10(June), 1–17. https://doi.org/10.3389/fenvs.2022.918981
Sumi, R. S., & Kabir, G. (2021). Satisfaction of e-learners with electronic learning service quality using the servqual model. Journal of Open Innovation: Technology, Market, and Complexity, 7(4). https://doi.org/10.3390/joitmc7040227
Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99–132. https://doi.org/10.2753/MIS0742-1222250303
Wang, C., & Teo, T. S. H. (2020a). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52(January), 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
Wang, C., & Teo, T. S. H. (2020b). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52(January), 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
Weerakkody, V., Irani, Z., Lee, H., Hindi, N., & Osman, I. (2016). Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction. Information Systems Management, 33(4), 331–343. https://doi.org/10.1080/10580530.2016.1220216
Yuliantini, L. S., Nurmandi, A., Misran, & Subekti, D. (2023). Analysis of Service Quality Mobile Government on the PeduliLindungi. Communications in Computer and Information Science, 1835 CCIS, 306–313. https://doi.org/10.1007/978-3-031-36001-5_39
Yum, K., & Yoo, B. (2023a). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
Yum, K., & Yoo, B. (2023b). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
Zubir, M. H. H., & Abdul Latip, M. S. (2023). Factors affecting citizens’ intention to use e-government services: assessing the mediating effect of perceived usefulness and ease of use. Transforming Government: People, Process and Policy. https://doi.org/10.1108/TG-04-2023-0040
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Meilinda Dwi Anugrah, Ulfah Saputri, Zulkifli, Kurnia widya Oktarini, Devi Febrianti, Edy Firza
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
