Digital Communication as a Driver of Public Service Adoption in E-Government
DOI:
https://doi.org/10.58812/wsbm.v4i03.2972Keywords:
Digital Public Service, Online Information Quality, Satisfaction, Digital Communication, E-Government AdoptionAbstract
The digital transformation of public services requires government institutions to improve information quality, user satisfaction, and digital communication to encourage citizens’ adoption of online services. This study aims to analyze the role of Online Information Quality, Satisfaction, and Digital Communication in influencing citizens’ intention to obtain public services through digital platforms. This study employed a quantitative approach using an explanatory research design. Data were collected through questionnaires from 140 users of online services provided by DISDUKCAPIL Kabupaten Sukabumi. Data analysis was conducted using Structural Equation Modeling (SEM) with AMOS. The results indicate that Online Information Quality and Satisfaction have positive and significant influences on Digital Communication. Furthermore, Digital Communication has the strongest positive influence on Intention to Obtain Public Service. Online Information Quality and Satisfaction also have significant direct and indirect influences on service adoption intention through Digital Communication as a mediating variable. These findings imply that improving digital public services requires not only reliable information systems but also effective communication strategies and positive user experiences. This study contributes to the understanding of digital public service adoption by highlighting the strategic role of Digital Communication in strengthening citizens’ willingness to use online government services.
References
[1] D. A. Prasetya, A. P. Sari, P. A. Riyantoko, and T. M. Fahrudin, “The Effect of Information Quality and Service Quality on User Satisfaction of the Government of Kabupaten Malang,” TIERS Inf. Technol. J., vol. 4, no. 1, pp. 32–42, 2023, doi: 10.38043/tiers.v4i1.4328.
[2] I. Rahmatullah, L. Siwiyanti, and A. Sudarma, “Analysis of e-WOM and Product Quality on Online Purchase Intention Through Brand Image Mediation ( Case Study : Tokopedia Online Buying Interest in Sukabumi City ),” vol. 3, no. 02, pp. 291–299, 2025, doi: 10.58812/esmb.v3i02.
[3] K. Distro, K. Kabupaten, S. M. Retail, F. Ekonomi, and U. M. Sukabumi, “Analisis Pengaruh Kualitas Layanan dan Promosi Terhadap Keputusan Pembelian Dengan Minat Beli Sebagai Variabel Mediasi,” vol. 1, pp. 55–79, 2026.
[4] A. M. Ramdan and L. Siwiyanti, “Entrepreneurial Competence , Market Orientation , and Digital Literacy Impact on MSME Culinary Marketing Performance in Indonesia,” vol. 13, no. 5, pp. 3589–3604, 2025, doi: 10.37641/jimkes.v13i5.3548.
[5] A. R. Nugraha, U. Sako, and A. Wibasuri, “Governance innovation through e-goverenment platfroms : a study on service efficiency and citizen satisfaction,” vol. 09, no. 03, pp. 275–279, 2025.
[6] R. Widyani, M. Nilamcaya, A. Rudiansyah, M. Administrasi Publik, and U. Swadaya Gunung Jati Cirebon, “Pemanfaatan teknologi digital dalam pelayanan publik menggunakan elektronik goverment (E-government),” J. Ilmu Adm. REFORMASI Univ. Swadaya Gunung Jati REFORMASI, vol. 7, no. 1, p. 24, 2022.
[7] E. G. Arsyad and I. Rachmawati, “Implementasi Kebijakan Pelayanan Online Administrasi Kependudukan Pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Sukabumi,” JPM MOCCI J. Pengabdi. Masy. Ekon. Sos. Sains dan Sos. Humaniora, Koperasi, dan Kewirausahaan, vol. 2, no. 1, pp. 27–46, 2024, doi: 10.61492/jpmmocci.v2i1.87.
[8] L. Siwiyanti, C. Furqon, H. Hendrayati, and F. Marimon, “Women ’ s entrepreneurial leadership on culinary micro small medium enterprises success : The mediating role of absorptive capacity,” vol. 15, no. 2, pp. 250–268, 2025.
[9] “The Effect of User Ease and User Security on Purchase Decisions Mediated by Consumer Trust ( Study of Tokopedia Users in Sukabumi City ),” vol. 2, no. 9, pp. 763–780, 2025.
[10] A. Budhiartie and E. Nuriyatman, “Analisis Dampak Digitalisasi Pelayanan Publik Dalam E- Government Terhadap Hak Masyarakat Di Tengah Ketimpangan Akses Internet,” pp. 8765–8774, 2025.
[11] “Entrepreneurship and Digital Orientation in Enhancing SME Performance Mediated by Marketing Capabilities,” vol. 2, no. 3, pp. 455–470, 2024.
[12] S. Y. Mozin, S. Abdullah, and N. Sawali, “Pemanfaatan Teknologi Cerdas Untuk Pelayanan Publik: Study Tentang e-Government Dan Smart City Berbasis ICT Big Data Dan AI,” JPS J. Publ. Stud., vol. 2, no. 2, pp. 117–130, 2025.
[13] S. Kasus et al., “Analisis Interpersonal Justice dan Store Atmosphere yang Dimediasi oleh Prior Experience terhadap Revisit Intention,” vol. 2, pp. 384–400, 2025.
[14] F. S. Rizal, J. M. Munandar, and M. Sarma, “The Effect of Interaction and Website Environment Qualities Towards E-Loyalty : A Case Study of Online Hotel Booking in Indonesia and Thailand,” vol. 16, no. 2, pp. 94–98, 2021.
[15] I. K. Mensah, M. Jianing, and D. K. Durrani, “Factors influencing citizens’ intention to use e-government services: A case study of South Korean students in China,” Int. J. Electron. Gov. Res., vol. 13, no. 1, pp. 14–32, 2017, doi: 10.4018/IJEGR.2017010102.
[16] A. Ariyadi and M. Akbar, “Public services in the digital age: A systematic review and bibliometric analysis of trends and challenges in digital governance,” Tamalanrea J. Gov. Dev., vol. 2, no. 2, pp. 154–168, 2025, doi: 10.69816/jgd.v2i2.46068.
[17] M. Kowal et al., “Meeting partners online is related to lower relationship satisfaction and love: Data from 50 countries,” Telemat. Informatics, vol. 101, no. August, p. 102309, 2025, doi: 10.1016/j.tele.2025.102309.
[18] B. Biswas, M. N. Ullah, M. M. Rahman, and A. Al Masud, “Service quality, satisfaction, and intention to use Pourasava Digital Center in Bangladesh: The moderating effect of citizen participation,” PLoS One, vol. 19, no. 6 June, 2024, doi: 10.1371/journal.pone.0304178.
[19] S. K. Jena and P. Meena, “Strategic adaptation for online platform retailers in government-regulated digital marketplaces,” J. Innov. Knowl., vol. 10, no. 3, p. 100717, 2025, doi: 10.1016/j.jik.2025.100717.
[20] S. Yoo, D. J. Lee, and L. Atamja, “Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea,” Sustain., vol. 15, no. 4, 2023, doi: 10.3390/su15043560.
[21] L. Siwiyanti, M. K. Amal, and A. M. Ramdan, “4 1,2,3,” no. 2021, 2022.
[22] F. Ekonomi, D. A. N. Bisnis, and U. Wiraraja, “Fakultas ekonomi dan bisnis universitas wiraraja - sumenep,” vol. 14, no. 2, pp. 172–184, 2024.
[23] A. S. Mulyanti, P. Suyaman, and L. Siwiyanti, “Implementasi Undang-Undang Nomor 13 Tahun 2003 Pasal 9 Tentang Ketenagakerjaan Melalui Baitul Arqam di Universitas Muhammadiyah Sukabumi,” vol. 18, no. 2, pp. 343–353, 2024.
[24] W. Amalia and N. Takarini, “Analysis of the influence of social media influencers,herding bias, information quality on student invesment decision upn’veteran’east java mediated by fear of missing out(fomo),” vol. 09, no. 02, pp. 216–221, 2025.
[25] A. Sri, Y. Yasin, C. T. Prakoso, and S. Rande, “Implementation of digital literacy program at the library and archives service of east kalimantan province,” vol. 10, no. 01, pp. 103–108, 2026.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Yoga Yoga, Leonita Siwiyanti, Antony Antony
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Facebook 
Instagram 
Twitter 
Youtube 
westscience.journals@gmail.com