Title: Exploring information quality dimensions of government agency's information services through social media: a case of the Ministry of Education and Culture in Indonesia

Authors: Nur Widiyanto; Puspa Indahati Sandhyaduhita; Achmad Nizar Hidayanto; Qorib Munajat

Addresses: Faculty of Computer Science, Universitas Indonesia, Kampus UI, Depok 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI, Depok 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI, Depok 16424, Indonesia ' Faculty of Computer Science, Universitas Indonesia, Kampus UI, Depok 16424, Indonesia

Abstract: In this digital age, information services have been considered as one vital aspect of modern lives. Along with the dramatic increase of social media users, some government agencies have chosen this new media as information services delivery channel. One important aspect that affects user satisfaction of information services through social media is information quality. Hence, this study aims to investigate information quality dimensions that affect user satisfaction of government's information services through social media using a case study of the Ministry of Education and Culture (Kemdikbud) in Indonesia. Thus, data of 150 respondents were collected through a survey towards the agency's social media followers. This study found that intrinsic information quality, namely accuracy, believability, reputation and objectivity, is essential to user satisfaction. In terms of representational quality, ease of understanding and interpretability is considered crucial while in the contextual information quality, completeness, timeliness, informativeness and value-added is deemed important.

Keywords: e-government; information quality; information services; social media; user satisfaction; government agencies; Indonesia; government services; electronic government; government information; case study; government departments; accuracy; believability; reputation; objectivity; user satisfaction; ease of understanding; interpretability; completeness; timeliness; informativeness; value-added.

DOI: 10.1504/EG.2016.078421

Electronic Government, an International Journal, 2016 Vol.12 No.3, pp.256 - 278

Received: 27 Oct 2015
Accepted: 15 May 2016
Published online: 16 Aug 2016 *

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