Literasi Digital dan Kualitas Layanan Elektronik dalam Meningkatkan Kepuasan Masyarakat melalui Kepercayaan pada Transformasi Pelayanan Publik Digital

Victor Prasetya; Siti Masrokhah; Nunung Wulan Sari

doi:10.61132/jukerdi.v2i2.1525

Authors

Victor Prasetya Insitut Teknologi dan Bisnis Adias
Siti Masrokhah Institut Teknologi dan Bisnis Adias
Nunung Wulan Sari Institut Teknologi dan Bisnis Adias

DOI:

https://doi.org/10.61132/jukerdi.v2i2.1525

Keywords:

Digital Literacy, Digital Public Services, E-Service Quality, Public Satisfaction, Public Trust

Abstract

The digital transformation of public services has changed how governments interact with citizens by providing more accessible, efficient, and technology-based services. However, the effectiveness of digital public services depends not only on technological infrastructure but also on citizens' digital literacy, electronic service quality, and trust. This study aims to analyze the effects of digital literacy and e-service quality on public satisfaction and examine the mediating role of trust in digital public services. The study employed a quantitative approach with an explanatory research design and a cross-sectional data collection method. Respondents were selected using purposive sampling from citizens with experience using government digital services. Data were collected through a Likert-scale questionnaire and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The findings indicate that digital literacy and e-service quality positively contribute to public trust and satisfaction. Trust also plays an important role in increasing satisfaction and mediates the relationships between digital literacy and satisfaction and between e-service quality and satisfaction. These findings imply that successful digital public service transformation requires an integrated strategy combining digital literacy development, high-quality electronic services, data security, and strengthened public trust.

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