ABSTRACT
Purpose: The purpose of this paper is to explore the factors affecting the intention of social networking sites (SNS) users to comply with government policy during the COVID-19 pandemic. Design/methodology/approach: Based on the theory of appraisal and coping, the research model is tested using survey data collected from 326 SNS users. Structural equation modeling is used to test the research model. Findings: The results show that social support has a positive effect on outbreak self-efficacy but has no significant effect on perceived avoidability. Government information transparency positively affects outbreak self-efficacy and perceived avoidability. Outbreak self-efficacy and perceived avoidability have a strong positive impact on policy compliance intention through problem-focused coping. Practical implications: The results suggest that both government and policymakers could deliver reliable pandemic information to the citizens via social media. Originality/value: This study brings novel insights into citizen coping behavior, showing that policy compliance intention is driven by the ability to cope with problems. Moreover, this study enhances the theoretical understanding of the role of social support, outbreak self-efficacy and problem-focused coping. © 2022, Emerald Publishing Limited.