Exploring the Impacts of e-Government Service Quality on Citizen Satisfaction and Trust: Evidence from Population Administration Services

Abstract

Enhancing citizen trust in government services is a critical challenge, and e-government initiatives have been proposed as a potential solution. This study examines the effect of e-government service quality on citizen satisfaction and trust in the context of population administration services provided by the Population Administration Services in Serang City, Indonesia. A quantitative research approach was employed, utilizing surveys to collect data from 379 users of the Smartdukcapil online platform. The findings reveal that e-government service quality has a significant positive impact on citizen satisfaction, with information quality emerging as the most crucial indicator. Citizen satisfaction, in turn, positively influences citizen trust, particularly regarding the competence of the Civil Registration Office. The research highlights the mediating role of citizen satisfaction in the relationship between e-government service quality and citizen trust. The study contributes to the understanding of how e-government initiatives can enhance citizen satisfaction and trust, emphasizing the importance of managing citizen expectations, improving interactions, and enhancing communication channels. Practical implications and recommendations for the Population Administration Services in Serang City are provided, focusing on prioritizing efforts to enhance e-government service quality to foster a healthier relationship with citizens.