Citizens' Trust in Smart Governance During COVID-19 Pandemic

Abstract

Although many studies have analyzed smart governance in Indonesia, the research linking smart governance service, citizen satisfaction, and trust is rare. The present study fills the gap by investigating the associations among dimensions of smart governance service, citizen satisfaction, and trust. Additionally, it examines the mediating role of citizen satisfaction in the nexus. An online survey was conducted on Depok's residents using Google docs. 220 respondents have participated in this research. Data were analyzed using a partial least square structural equation modeling (PLS-SEM). The findings of this study show that involvement, security, and information provision are associated with citizen satisfaction and trust. In addition, the relationship between involvement, security, information provision, and citizen trust is mediated by citizen satisfaction. This study not only contributes to the theory but also the practice of smart governance in the context of Indonesia.