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Vol. 11, No. 1, February 2026 (Article in Progress)

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From Digital Literacy to Public Trust: The Strategic Role of E-Government Service Quality

https://doi.org/10.22219/kinetik.v11i1.2418
Husin
Politeknik Negeri Jember
Lukman Hakim
Politeknik Negeri Jember
Choirul Huda
Politeknik Negeri Jember

Corresponding Author(s) : Husin

husin@polije.ac.id

Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control, Vol. 11, No. 1, February 2026 (Article in Progress)

Abstract

The transformation of public services in the digital era necessitates a synergistic alignment between e-governance practices and the digital competencies of the community to ensure services that are both high in quality and user satisfaction. This study investigates the effect of e-governance and digital literacy on public satisfaction, with digital service quality serving as a mediating variable. The research focuses on the utilization of the S-Kepuharjo village digital service platform. Employing a quantitative approach, data were collected through a survey of 385 respondents and analyzed using Structural Equation Modeling (SEM) with the AMOS software. The findings reveal that e-governance has a significant impact on satisfaction, both directly and indirectly via service quality. On the other hand, digital literacy does not directly influence satisfaction but exerts a significant indirect effect when mediated by digital service quality. The study confirms that service quality acts as a critical intermediary that links governance to user satisfaction. These results highlight that the success of village-level digital transformation is largely determined by the responsiveness and effectiveness of digital services. Accordingly, enhancing the inclusiveness, accessibility, and user-oriented nature of these services is essential for fostering public satisfaction and engagement in the digital landscape.

Keywords

Digital Literacy Digital Service Quality Public Satisfaction Digital Public Services E-governance
Husin, Hakim, L., & Huda, C. (2026). From Digital Literacy to Public Trust: The Strategic Role of E-Government Service Quality. Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control, 11(1). https://doi.org/10.22219/kinetik.v11i1.2418
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