Enhancing UMEGA with Trust in Government and Digital Literacy: A Framework for Assessing the Quality of E-Government Water Monitoring Services in Indonesia

¹ Doctoral Program of Information Systems, Postgraduate School, Universitas Diponegoro, Semarang Indonesia. Jl. Imam Bardjo S.H., Pleburan, Semarang, Indonesia
² Department of Mathematics, Faculty of Science and Mathematics, Universitas Diponegoro, Semarang Indonesia. Jl. Prof. H. Soedarto, Tembalang, Semarang, Indonesia
³ Department of Informatics, Faculty of Science and Mathematics, Universitas Diponegoro, Semarang Indonesia. Jl. Prof. H. Soedarto, Tembalang, Semarang, Indonesia
⁴ Sistem Informasi. Fakultas Teknologi Komunikasi dan Informatika, Universitas Nasional, Jakarta Indonesia. Jl. Sawo Manila, Pejaten Ps. Minggu Jakarta 12520

^* Corresponding author: widowati@lecturer.undip.ac.id

Abstract

This study develops and validates a sustainable e-government evaluation model in Indonesia by integrating two key constructs—trust in government and digital literacy—into the Unified Model of Electronic Government Adoption (UMEGA). A convergent mixed-methods approach was employed, combining quantitative analysis using Structural Equation Modeling-Partial Least Squares (SEM-PLS) on a nationally stratified survey with semi-structured interviews to capture contextual practices and motivations. The findings reveal that trust in government positively influences the intention to use e-government, while digital literacy not only enhances intention but also actual usage. Perceived usefulness remains a critical determinant of intention, with behavioural intention acting as a mediator toward usage. The application to water quality monitoring services, such as ONLIMO and SPARING, underscores the importance of data transparency and citizens' digital readiness in building public trust. Theoretically, this study extends UMEGA by incorporating contextual dimensions relevant to developing countries. Practically, it provides policy insights for digital literacy programs, data transparency standards, and inclusive, user-oriented service design. The main contribution lies in offering a contextualized, valid, and replicable evaluation framework to strengthen digital governance in Indonesia and other emerging economies.