Website analytics for government user behavior during COVID-19 pandemic

Abstract

PurposeThe present study aims to clarify the following two research objectives: (1) the user behavior of government websites during the coronavirus disease (COVID-19) period and (2) how the government improved government's website design during the COVID-19 period.Design/methodology/approachThe authors used website analytics to examine usage patterns and behaviors of the government website via personal computer (PC) and mobile devices during the COVID-19 pandemic. In-depth interviews were conducted to understand the user experience of government website users and to gather users' opinions about how government websites should be redesigned.FindingsWith the rising of the COIVID-19 pandemic, most studies expect that the use of government websites through a mobile device will grow astonishingly. The authors uncovered that the COVID-19 pandemic did not increase the use of government websites. Instead, severe declines in website usage were observed for all device users with the declines being more pronounced in mobile device users than in PC users. This is an admonitory caveat that reveals public health and pandemic prevention information announced on government websites cannot be effectively transmitted to the general public through official online platforms.Originality/valueThe study highlights the gap in information behavior and usage patterns between PC and mobile device users when visiting government websites. Although mobile devices brought many new visitors, mobile devices are ineffective in retaining visitors and continuous long-term use. The results of localize experience is helpful in the improvement of government website evaluation worldwide.

Integrasi Komunikasi Pemerintahan Digital Melalui Situs Web Resmi: Studi Kasus di Desa Tontouan, Kecamatan Luwuk

“…Ini membuka pintu untuk keterlibatan masyarakat yang lebih besar dalam proses pengambilan keputusan dan memungkinkan pemerintah untuk merespons kebutuhan dan aspirasi warga secara lebih efektif. Dengan demikian, situs web resmi tidak hanya menjadi alat penting dalam menyebarkan informasi, tetapi juga memperkuat hubungan antara pemerintah dan masyarakat, menjadikannya salah satu pilar utama dari transformasi digital dalam tatakelola pemerintahan (Baharuddin et al, 2022;Cheng & Chen, 2023;Liang & Wang, 2023;Rosenberg, 2024).…”

“…Situs web resmi pemerintah menjadi pilar utama dalam komunikasi antara pemerintah dan masyarakat, karena menyediakan platform yang mudah diakses dan transparan untuk pertukaran informasi (Cheng & Chen, 2023;Liang & Wang, 2023). Dengan menyajikan kebijakan, program, dan layanan secara terperinci, situs web memfasilitasi akses yang lebih mudah bagi warga untuk mendapatkan informasi tanpa hambatan fisik.…”