Evaluation of Public Satisfaction with Government Services, Analysis of Determinants of Service Quality in the Digital Administration Era.

Abstract

This study evaluates public satisfaction with government services and analyzes determinants of service quality in the digital administration era. Using a qualitative approach, the research applies an embedded single-case study with a service-journey orientation to capture end-to-end citizen experiences across digital and hybrid channels. The study was conducted in Jakarta, selected for its high-volume digital public services, diverse user profiles, and multi-agency coordination context. Data were collected through semi-structured interviews with 24 citizen service users and 15 key informants (service managers, platform administrators, complaint officers, and frontline staff), supported by observation at hybrid service points and document review. Findings show that satisfaction depends on whether digital services reduce effort and uncertainty, confirm expectations of speed and transparency, and provide reliable status tracking and responsive problem resolution. The most influential determinants cluster into platform quality (usability, accessibility), process quality (reliability, timeliness, cross-channel consistency), and governance quality (privacy confidence, transparency, perceived fairness). The study recommends integrated service redesign, stronger interoperability, real-time progress communication, strengthened complaint handling, and clearer privacy and accountability assurances to improve satisfaction and sustain digital service use.