Enhancing public services through e-government: The role of usefulness and service quality in strengthening user intention
Keywords:
E-government, Citizen satisfaction, Service quality, Usefulness, Ease of use, Si-CantikAbstract
Citizen satisfaction with e-government services is a key indicator of successful public sector digital transformation. This study aims to analyze the influence of Service Usefulness, Service Ease of Use, Information Awareness, and Service Quality on citizen satisfaction with the Si-Cantik service in Magelang City. Using a quantitative approach, data were collected from 202 users through a survey and analyzed using Structural Equation Modeling with Partial Least Squares. The results show that Service Quality (β = 0.550) and Service Usefulness (β = 0.337) have significant positive effects on satisfaction, while Service Ease of Use (β = 0.228) also contributes positively with lower significance. In contrast, Information Awareness (β = –0.182) has no significant effect. The main finding highlights that service quality and perceived usefulness are the most decisive drivers of user satisfaction. These results imply that the Magelang City Government should prioritize enhancing service quality and tangible usefulness, alongside continuous improvements in usability, to sustain and strengthen citizen satisfaction with e-government services.
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