Diana DOMINIC1*, Imelda Albert GISIP2, Siti Zaleha SAHAK3, Nelson LAJUNI4
1 Arshad Ayub Graduate Business School, Universiti Teknologi Mara, Campus Sabah, Kota Kinabalu, Malaysia,
2 Faculty of Business Management, Universiti Teknologi MARA (UiTM) Sabah Branch, 88997
3 Arshad Ayub Graduate Business School, Universiti Teknologi MARA (UiTM) Shah Alam, 49450, Selangor, Malaysia,
4 Faculty of Business, Economics and Accountancy, Universiti Malaysia Sabah (UMS), 88400 Kota Kinabalu, Sabah,
Abstract: One of the most critical developments in the landscape of information and communication technology in the public sector is social media applications as a tool for disseminating information and increasing the performance in delivering services. We are confident that trust and posted topics can provide predictions to understand compliance with communication success. Thus, this study objective is to examine the influence of trust and posted topic towards communication success of the Department of Information of Sabah official Facebook page. A total of 350 questionnaires have been distributed, and 254 completed questionnaires have been subsequently collected. Partial Least Squared-Structural Equation Modeling (PLS-SEM) using SmartPLS 3.3.2 is used to analyse the data. The results showed that trust and posted topics are essential determinants for the Department of Information’s communication success. This study’s insights prove that the government social media via its Department of Information of Sabah plays a crucial role in disseminating relevant information to the public through the social media platform. Future studies should explore other variables such as transparency and participation to examine their influence on communication success. Researchers may also want to adopt a longitudinal approach or compare communication success based on regions (e.g., West and East Malaysia) using multigroup analysis.
Keywords: Trust, posted topic, communication success, PLS-SEM.
CITE THIS PAPER AS:
Diana DOMINIC, Imelda Albert GISIP, Siti Zaleha SAHAK, Nelson LAJUNI, Trust and posted topic characteristics on governments social media communication success: an empirical study, Romanian Journal of Information Technology and Automatic Control, ISSN 1220-1758, vol. 31(1), pp. 29-40, 2021. https://doi.org/10.33436/v31i1y202102