The Effect Of Information Technology Use And Public Participation On Public Service Performance With Public Satisfaction As An Intervening Variable

Abstract

The development of information technology has driven transformation in various sectors, including the public service sector. The government is required to be able to utilize information technology to improve the quality of services that are more effective, efficient, transparent, and accountable. In addition, public participation is also a crucial factor in supporting the success of public service delivery because the public not only plays a role as a recipient of services, but also as a party that can provide input, supervision, and evaluation of the services provided. The level of success of public services can be measured through public satisfaction, which reflects the extent to which the services provided are able to meet the expectations and needs of the community. Therefore, this study aims to analyze the influence of information technology utilization and public participation on public service performance, with public satisfaction as an intervening variable.

This study employed a quantitative approach with a survey method. Data were obtained through questionnaires distributed to 150 respondents from the Indragiri Hilir Village community who had used information technology-based public services. The sampling technique used was purposive sampling. Data analysis was performed using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS 4 software to test direct and indirect relationships between research variables.

The results of the study indicate that the use of information technology has a positive and significant effect on public satisfaction and public service performance. Public participation has also been shown to have a positive and significant effect on both public satisfaction and public service performance. Furthermore, public satisfaction has a positive and significant effect on public service performance. The results of the mediation test indicate that public satisfaction is able to mediate the influence of information technology use and public participation on public service performance. This finding indicates that optimizing information technology supported by active public participation can increase public satisfaction and encourage the creation of better public service performance. This study implies that the government needs to continue to develop information technology-based service innovations and expand the space for public participation to realize quality, responsive, and community-oriented public services.