Navigating crisis information: The interplay of usability, usefulness, and choice in government website retention

Government websites serve as critical platforms for public information and access to information during a crisis. However, the abundance of alternative information sources raises questions about what drives users to retain these official platforms amidst intense digital competition. This study investigates the determinants of continuance intention toward electronic governance platforms during crisis websites by integrating Expectation-Confirmation Theory (ECT) with usability constructs (perceived ease of use and enjoyment) and information quality. A quantitative approach was employed using an online survey of 460 Indonesian citizens who accessed government COVID-19 websites, selected via purposive sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that confirmation, satisfaction, perceived ease of use, and perceived enjoyment significantly influence continuance intention. Surprisingly, perceived usefulness did not directly predict continuance intention. This suggests that in a high-anxiety crisis context, users prioritize hedonic (stress-free) and effortless experiences over utilitarian value due to the availability of competing information channels. These results offer strategic insights to help policymakers prioritize 'hedonic usability' and user-centric design in digital crisis communication, ultimately supporting SDG 16 (Peace, Justice, and Strong Institutions) by ensuring reliable public access to information.