Media Sosial dan Pelayanan Publik: Pengaruh Adopsi dan Penggunaan Media Sosial Instagram Terhadap Kualitas Pelayanan Publik di Dinas Perdagangan Provinsi Sumatera Selatan

Abstract

Utilizing ICT and social media is crucial in government for effective service provision. The South Sumatra Trade Office adopts Instagram to improve public services. However, challenges arise due to institutional rigidity. This study quantitatively examines the impact of Instagram adoption and usage on service quality. Findings reveal significant partial and joint effects, highlighting the importance of leveraging social media in enhancing public services. The results showed that the X1 variable, namely the Instagram Adoption variable, had a partial effect on the Quality of Public Service (Y) with a significance value of 0.000 <0.05. In the X2 variable, namely the Instagram Social Media Usage variable, it has a partial effect on the Quality of Public Service (Y) with a significance value of 0.004 <0.05. In addition, the Adoption of Instagram Social Media (X1) and the Use of Instagram Social Media (X2) have a joint or simultaneous effect on the Quality of Public Services at the Trade Office of South Sumatra Province with an Fcount of 47.635. While the value of Sig. F 0.000 < 0.050.