Peran Kualitas Layanan Digital, Literasi Digital, dan Kepercayaan Publik dalam Meningkatkan Kepuasan Layanan Masyarakat di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Jombang
DOI:
https://doi.org/10.63822/b1ttpz80Keywords:
Digital Service Quality; Digital Literacy; Public Trust; Service Satisfaction.Abstract
Digital transformation in public services is a key part of changing how government works to better serve people. At the Department of Population and Civil Registration in Jombang Regency, this change is focused on improving the quality of services for the community. This study looks into how digital service quality, how much people know about digital tools, and how much they trust the government affects their satisfaction with using digital services. It checks both the individual impact of each factor and how they work together. The research uses a survey method and collects data from people who use digital services at the Department of Population and Civil Registration in Jombang Regency. The study uses a purposive sampling method, which means participants are chosen based on their relevance to the topic. The findings show that each of these factors digital service quality, digital literacy, and public trust has a positive and meaningful impact on how satisfied people are with the services. When all three are considered together, they have a strong combined effect on service satisfaction. To make people more satisfied, it’s important to improve digital skills among the public and build confidence in the safety and reliability of digital services related to population and civil registration.
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