Determinants of Citizen Adoption to Engage in Instagram for Public Services

Abstract

The existence of public stigma about the difficulty of obtaining permits in Jakarta is a significant challenge for the Investment and One-Stop Integrated Service Agency of Jakarta (DPMPTSP) in providing public services. Through the Instagram Layananjakarta social media account, DPMPTSP tries to eliminate this stigma. However, with a low level of citizens engagement, which is 0.16%, it becomes a stumbling block in carrying out its primary duties and functions, even though there are 160 million active social media users in Indonesia. This study aims to determine what factors influence citizen's adoption to participate in the Layananjakarta. This study combines the Uses and Gratifications Theory (UGT), Technology Acceptance Model (TAM) theory, and the trust in the platform. This study used quantitative approach by surveying 378 people who had follow Layananjakarta. The data were analyzed using the CB-SEM method and AMOS 26.0 software. The analysis results show that the information seeking, socialization, perceived usefulness, and trust in the platform factors significantly influence the intention to use. Furthermore, the intention to use has a significant effect on the actual adoption of the citizens to participate in the Layananjakarta.