THE MEDIATING ROLE OF INFORMATION TRANSPARENCY IN THE RELATIONSHIP BETWEEN PUBLIC SERVICE QUALITY, RESPONSIVENESS, DIGITAL GOVERNMENT, AND COMMUNITY SATISFACTION: EVIDENCE FROM THE BREBES REGENCY GOVERNMENT
DOI:
https://doi.org/10.31959/jm.v15i3.4038Abstract
Introduction: Community satisfaction is an important indicator for evaluating the effectiveness of public service delivery in the digital government era. Although local governments have increasingly implemented digital technologies, limited empirical evidence explains how public service quality, responsiveness, social media interaction, and digital information systems influence community satisfaction through information transparency. Therefore, this study examines the direct and indirect relationships among these variables within the Brebes Regency Government.
Methods: An explanatory quantitative approach guided the investigation, with empirical evidence collected through a survey involving 196 citizens who had accessed public services delivered by the Brebes Regency Government. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS to examine the proposed direct and mediating relationships
Results: The results indicate that public service quality, responsiveness, and information transparency significantly improve community satisfaction. nformation Transparency also mediates the relationship linking Public Service Quality and Responsiveness with Community Satisfaction. In contrast, social media interaction and digital information systems do not have significant direct or indirect effects.
Conclusion and suggestion: The findings demonstrate that improving service quality, institutional responsiveness, and information transparency is more effective in enhancing community satisfaction than relying solely on digital technologies. Local governments should prioritize citizen-oriented service improvement while integrating digital transformation with transparent governance and responsive public service practices.
Keywords: Community Satisfaction; Digital Information Systems; Public Service Quality; Responsiveness; Social Media Interaction.
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