Public Service Motivation and Digital Service Quality in Enhancing Citizen Satisfaction through Trust in Government among Users of Digital Public Services
DOI:
https://doi.org/10.61132/jukerdi.v3i2.1629Keywords:
Citizen satisfaction, Digital service quality, Digital transformation, Public service motivation, Trust in governmentAbstract
Digital transformation has reshaped public service delivery by increasing the importance of technology-enabled service quality, human service orientation, and institutional trust in creating positive citizen experiences. This study examines the effects of digital service quality and perceived public service motivation on citizen satisfaction and investigates the mediating role of trust in government. A quantitative explanatory design was employed involving 250 users with experience accessing government services through websites, mobile applications, or other official digital platforms. Respondents were selected using purposive sampling, and data were collected through a five-point Likert-scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that digital service quality and perceived public service motivation positively influence trust in government and citizen satisfaction. Trust in government also positively affects citizen satisfaction and partially mediates the relationships between both antecedent variables and satisfaction. Digital service quality demonstrates the strongest contribution to institutional trust. These findings emphasize that sustainable digital service transformation requires the integration of technological capability, service-oriented human resources, efficient operational processes, and institutional credibility to strengthen user experience and citizen satisfaction.
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