Systematic Literature Review: Integration of WebQual 4.0, Citizen Trust, and User Acceptance Testing in the Analysis of Government Website Quality

Rinda Hesti  Kusumaningtyas; Ikaningrum Nurazizah Ningrum; A'ang  Subiyakto

doi:10.58602/jaiti.v4i4.427

Rinda Hesti Kusumaningtyas Universitas Islam Negeri Syarif Hidayatullah Jakarta
Ikaningrum Nurazizah Ningrum ^{(Corresponding Author)} Universitas Islam Negeri Syarif Hidayatullah Jakarta
A'ang Subiyakto Universitas Islam Negeri Syarif Hidayatullah Jakarta

DOI: https://doi.org/10.58602/jaiti.v4i4.427

Keywords: Citizen Trust, Government Website, Redesign Prototype, User Acceptance Testing, WebQual 4.0

Abstract

Digital transformation in the government sector has driven increased use of websites to provide information and public services. However, the mere existence of a government website does not automatically imply that the service meets the public's needs and expectations. Website quality and user trust are critical aspects to consider when developing government digital services. This study aims to examine the application of WebQual 4.0 and Citizen Trust in evaluating government website quality and to formulate an improvement process via a redesign prototype, which is subsequently tested using User Acceptance Testing (UAT). The research employs a Systematic Literature Review (SLR) approach, guided by PRISMA protocols, to identify, select, and synthesize relevant prior studies. The analysis focuses on the three WebQual 4.0 dimensions of usability, information quality, and service interaction quality, alongside the concept of Citizen Trust within the context of government digital services. Findings from the literature synthesis are used to identify quality and trust aspects requiring improvement, serving as the basis for developing the redesign prototype. Subsequently, UAT is utilized to assess the extent to which the resulting prototype aligns with user needs and is accepted by users. This research aims to produce an evaluation framework linking website quality, public trust, the redesign process, and user acceptance testing, thereby offering a systematic approach to enhancing the quality of government digital services.

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