Digitalization of Public Administration and the Transformation of Government Services: Its Impact on Citizen Satisfaction

Abstract

This study examines how the digitalization of public administration drives the transformation of government services and shapes citizen satisfaction. It emphasizes the assessment of digital service adoption, its implications for service quality, and public perceptions of accessibility, efficiency, and transparency. Employing a qualitative case study approach, the research enables a comprehensive exploration of implementation dynamics, institutional constraints, and strategic responses within actual administrative settings. The empirical focus is placed on the Public Service Agency and the One-Stop Integrated Service Office (LTSP) of South Jakarta, a jurisdiction that has actively deployed multiple digital service platforms. Data were obtained from fifteen purposively selected key informants, primarily public officials engaged in the management and operation of digital services. The findings reveal that administrative digitalization contributes positively to improved service accessibility, operational efficiency, and overall service performance, which in turn enhances citizen satisfaction. Nevertheless, persistent challenges include uneven digital literacy among citizens, varying levels of bureaucratic readiness, and infrastructural limitations. The study underscores the importance of integrated digital systems, capacity building for public officials, and sustained citizen-oriented communication strategies to optimize digital governance outcomes.