Penggunaan e-kerajaan dan kepercayaan terhadap kerajaan sebagai pengantara: Kajian analisis di wilayah Riau Indonesia

The advancement of ICT in Indonesia has prompted all local governments to transition from conventional to electronic services. This is an endeavour to give the best possible service to the community. Empirical evidence suggests that the use and implementation of e-government technologies in Indonesia are still relatively low. Furthermore, there are some situations where e-government services are not adequately applied. The purpose of this research is to identify the e-government policy, evaluate the factors, analyze their relationship, as well as identify the government's strategy and explain the role of trust in the usage of e-government among local government citizens in Riau. This study utilizes the Unified Theory of Acceptance and Use of Technology (UTAUT) Model, which comprises several primary variables, namely performance expectancy, effort expectancy, social influence, and facilitating condition. The theory is modified by combining several constructs and a new construct called ‘Trust of Government’ is introduced as a mediator, resulting in nine hypotheses. A quantitative approach is employed in this research. A pilot study was conducted prior to the completion of the investigation to refine the instrument used. Online questionnaires were distributed to 290 respondents from the Riau province's e-government service user community, spanning across cities and districts. Data analysis was carried out using the Partial Least Square-Structural Equation Model (PLS-SEM), revealing that predictors of e-government usage in local governments include effort expectancy, social influence and facilitating conditions. Furthermore, the role of Trust of Government on the intention to use e-government among local government citizens serves as a full mediator between performance expectancy and intention to use. In terms of the relationship between social influence and intention to use, it serves as a partial mediator.