Analysis of Website Quality and City Government's Twitter Accounts in East Java Province, Indonesia

This study aims to determine how local government websites’ quality in implementing sound governance principles, transparency, accountability, effectiveness, efficiency, and website features. Also, it explains how the local's government official Twitter account conveys information to the public. This research is descriptive-interpretive. The research objects were the official website and city governments’ Twitter accounts from Surabaya, Malang, Mojokerto, Pasuruan, and Probolinggo. The researchers collected data through surveys and observations. Website quality assessment was carried out by giving a score on the indicators of features, transparency, accountability, effectiveness, and efficiency of the website with 40 analysis units. Meanwhile, Twitter contents were analyzed using the Nvivo 12 Plus with the NCapture feature to systematically document and analyze data. The findings showed that the Surabaya city government website obtained the highest score of 85% (High Quality). The Pasuruan city government's website had the lowest score of 42.5% (Low Quality), while the average quality website went to the municipal government of Mojokerto and Probolinggo. Only the Pasuruan city government had a website with a low-quality category. The Surabaya, Malang, and Pasuruan municipal governments’ Twitter content had similarities in the public's issues. The problems surrounding COVID-19 were discussed in the three city government's Twitter accounts. The issues discussed in the Twitter accounts of the Probolinggo and Mojokerto municipal governments were more about the city government's programs for the community. Growing issues also increased activity on the city government's Twitter accounts.