Analysis of E-Government-Based Public Service Quality and Public Satisfaction
DOI:
https://doi.org/10.69875/djosse.v3i2.569Keywords:
E-Government, Public Service Quality, Public Satisfaction, Digital TransformationAbstract
Digital transformation in the public sector has prompted governments to implement e-government as a strategy to enhance the quality of public services, making them more effective, efficient, transparent, and responsive to public needs. Despite the development of various digital service innovations, public satisfaction levels regarding e-government services vary, influenced by factors such as system quality, information quality, service quality, ease of use, and the responsiveness of government personnel. This study aims to analyze the impact of e-government-based public service quality on public satisfaction. A quantitative approach with an explanatory research design was employed. Data were collected via questionnaires distributed to 250 respondents - users of e-government public services across several local government agencies - using proportionate random sampling. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess construct validity and reliability, as well as causal relationships between variables. The results indicate that e-government-based public service quality has a positive and significant effect on public satisfaction (0.742; p < 0.001). Service quality dimensions - comprising ease of access, system reliability, service speed, information security, transparency, and personnel responsiveness - were found to contribute significantly to increased public satisfaction. These findings suggest that optimizing e-government implementation not only improves administrative efficiency but also strengthens public trust in public institutions through the provision of high-quality services.
References
Akib, H., Haedar, A. W., & Yandra, A. (2024). The Role of E-Government in Public Services : A Bibliometric Analysis. 5(October), 111-134. https://doi.org/10.46507/jcgpp.v5i2.466.
Al-Haraizah, A. AI-driven E-government: a moderated model for enhancing E-service quality. Futur Bus J 12, 94 (2026). https://doi.org/10.1186/s43093-026-00802-z
Al-soud, A. R. (n.d.). PRELIMINARY STUDY ON CITIZENS ' SATISFACTION OF E-GOVERNMENT SERVICES IN JORDAN. 2007.
Alannsary, M. O. (2025). A Satisfaction Evaluation Model for E-Government Solutions and Services. 13(8), 222-251. https://doi.org/10.4236/jcc.2025.138011
Avianto, B. N. (2022). IMPLEMENTATION E-GOVERNMENT IN SUPPORTING OF ONLINE-BASED SERVICE QUALITY AND ACCESSIBILITY. 02(5), 729-742. https://doi.org/10.59141/jrssem.v2i05.317
Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2017). Analysing the critical factors influencing trust in e-government adoption from citizens' perspective: A systematic review and conceptual framework. International Business Review, 26(1), 164-175. https://doi.org/10.1016/j.ibusrev.2016.06.004
Azis, A., Sahid, A., & Rachman, A. A. (2018). E-Government-based Bureaucratic Reform in Public Service. 165(Iccsr), 66-70. https://doi.org/10.2991/iccsr-18.2018.15
Bai, W. (2013). A Public Value Based Framework for Evaluating the Performance of e -Government in China. 2013(September), 26-29. https://doi.org/10.4236/ib.2013.53B006
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2012). E-service quality model for Indian government portals : citizens ' perspective. https://doi.org/10.1108/17410391211224408
Cahyono, P. (2024). The Effect of E-Government-Based Public Service Innovation ( M-Passport ) And Employee Capability on Public Satisfaction Mediated By Trust. 11(1), 192-200. https://doi.org/10.71309/administrare.v11i1.3482
Chen, Y. (2012). Citizen-centric e-government performance : satisfaction with e-information Jian-Chuan Zhang. 9(4), 388-402. https://doi.org/10.1504/EG.2012.049726
Diana, D., Salasaiah, S., & Boonsayan, R. (2025). Public Service Innovation in the Era of Society 5.0: Data Protection, Governance, and Regulation in Indonesia. DISCOURSE: Indonesian Journal of Social Studies and Education, 3(1), 61–72. https://doi.org/10.69875/djosse.v3i1.315
Edyanto, E., Iriawan, H., & Asmadianto, A. (2026). When E-Government Meets Local Reality: Rethinking Public Service Transformation in Disadvantaged Regions of Papua. Journal Public Policy, 12(2), 217-226. https://doi.org/10.35308/jpp.v12i2.11592
Fahmi, A., & Perdanaputra, D. (2021). Improving Public Service Delivery through E-Government Innovation in Regional Bureaucracy: A Case Study of Disdukcapil Sleman. Jurnal Sosial dan Humanis Sains (JSHS), 6(2), 93-98.. https://doi.org/10.24967/jshs.v6i2.4298
Figueroa, V., Enrique, L., Crespo, S., David, A. S., & Fernández-medina, E. (2025). Building a holistic cybersecurity framework for e-Government based on a systematic analysis of proposals. https://doi.org/10.1007/s10207-025-01024-0
Ismail, R. G., Prabawani, B., Yuniningsih, T., & Lituhayu, D. (2025). Implementation of E-Government Synchronization and Integration in Indonesia : Overcoming Barriers to Improved Efficiency and Transparency of Public Services. 310-320. https://doi.org/10.18502/kss.v10i30.20353
Jeilani, A., Ahmed, S. A., & Arabow, A. (2025). Understanding e-government adoption among government employees : the mediating role of perceived attitude across key predictors. https://doi.org/10.1007/s43621-025-01592-0
Kamal, A. M., & Nawawi, J. (2025). PUBLIC SERVICE INNOVATION IN RELIGIOUS CONTEXT : E-GOVERNMENT IMPLEMENTATION ANALYSIS OF INDONESIA ' S INTEGRATED HAJJ INFORMATION SYSTEM. 32, 1555-1564.
Karunasena, K. (2011). A Revised Framework For Evaluating The Public Value Of E-Government.
Karunasena, K., Deng, H., & Singh, M. (2011). Measuring the public value of e-government : a case study from Sri Lanka. 5(1), 81-99. https://doi.org/10.1108/17506161111114671
Krejnus, M., Stofkova, J., Stofkova, K. R., & Binasova, V. (2023). applied sciences The Use of the DEA Method for Measuring the Efficiency of Electronic Public Administration as Part of the Digitization of the Economy and Society. https://doi.org/10.3390/app13063672
Kuswati, Y., Hartati, T., & Kusmayadi, D. (2022). Implementation of E-Government-Based Policies in Improving Public Service Satisfaction in the Majalengka Regency Local Government. 6(3), 385-394. https://doi.org/10.23887/ijssb.v6i3.44831
Lintang, Y., Andrian, C., & Besa, M. (2025). The Dynamics of E-Government-Based Administrative Public Services. 06(01), 48-59. https://doi.org/10.33830/jiapi.v6i1.11805
Majuntak, W. B., Hutahaean, M., Asihna, V., & Pasaribu, R. (2025). Implementation of E-Government in the Public Service Process in Karo Regency. https://doi.org/10.30589/proceedings.2025.1346.
Nur, D., Pak, B., Kırtıloğlu, O. S., Kayalık, M., & Polat, Z. A. (2023). The transformation from e-government to e-land administration in Türkiye : A SWOT-based assessment analysis. 8(3), 290-300. https://doi.org/10.26833/ijeg.1152715
Rusmini, R., Deliarnoor, N. A., & Yuningsih, N. Y. (2025). Rethinking e-government failure : a readiness- based assessment of Indonesia ' s digitalization efforts. 1886. https://doi.org/10.1080/23311886.2025.2559867
Sá, F., & Pérez-cota, M. (n.d.). A Literature Review on Quality Models for Online E-Government Services. 151-166. https://doi.org/10.4018/978-1-4666-9803-1.ch008
Saputra, G. W., & Santosa, P. (2025). Improving The Quality Of Public Services Through E- Government Implementation : A Case Study Of The Public Complaint Services Section Of The Civil Servants Police Unit ( Satpol PP ) Of Bandung City. https://doi.org/10.53675/icosei.v1i1.1479
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. https://doi.org/10.2307/30036540
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178. https://doi.org/10.2307/41410412
Yusuf, M., Purwati, N. E., Ode, L., & Elwan, M. (2025). E-Government-Based Public Services Through the Pajak Menyapa Portal in Kendari City , Indonesia. 12(3), 363-380. https://doi.org/10.18196/jgpp.v12i3.27134
Ziadi, A. R., Yossomsakdi, S., & Wijaya, A. F. (2016). The implementation of e-Government (smart city program) to achieve an effective public service (case studies on Qlue and CROP in management unit of Jakarta smart city). In International Conference on Ethics of Business, Economics, and Social Science (pp. 434-440).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Yosaphat Danis Murtiharso, Tomi Apra Santosa, Sunardi Sunardi, Mulyadi Mulyadi, Aat Ruchiat Nugraha
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
