Effect of E-GOVQUAL Service Quality on Customer Satisfaction of Public Service Mall Website in Surakarta.

SURAKARTA (Indonesia); INDONESIA

The use of digital technology has shaped a new form of government bureaucracy known as electronic government. The purpose of this study is to ascertain how consumer satisfaction with public service mall websites in Surakarta City is impacted by the E-GovQual service quality. This study considers e-government quality, comprising six independent variables which are ease of use (X1), trust (X2), functionality of interaction environment (X3), reliability (X4), content and appearance of information (X5), and citizen support (X6), and its effect on customer satisfaction (Y). To examine and assess cause-and-effect correlations, this quantitative study uses the Structural Equation Modeling-Partial Least Square (SEMPLS) data analysis method, which combines factor analysis with path analysis. The population consisted of 96 respondents. The samples were estimated using the Lemeshow formula and selected using the Accidental Sampling Technique. Based on research findings, it was found that the ttable value and p-value for each independent variable are both t-statistic > 1.97 and p-value < 0.05 range. The study concludes that the variables of ease of use, trust, interaction environment functionality, content and appearance, reliability, and citizen support all significantly positively impact customer satisfaction. The interaction environment functionality variable has the largest positive influence, accounting for 28% of the total. This result proves that these variables affect customer satisfaction positively. For practical use, this study shows that E-GovQual service quality can be measured via the website of a public service provider. Specifically, this study shows that the government of Surakarta City can utilize advancements in information technology for electronic-based governance. [ABSTRACT FROM AUTHOR]

Copyright of Pakistan Journal of Life & Social Sciences is the property of Elite Scientific Forum and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)