The Effect of Service Quality, Digital Governance Implementation, Employee Professionalism, and Public Participation on Citizen Satisfaction in Local Government Services
Keywords:
Service Quality, Digital Governance, Employee Professionalism, Public Participation, Citizen Satisfaction, Local Government ServicesAbstract
This study examines the influence of service quality, digital governance implementation, employee professionalism, and public participation on citizen satisfaction in local government services. In the context of increasing demands for efficient, transparent, and citizen-centered public administration, understanding the determinants of satisfaction has become essential for improving governance outcomes. This research adopts a quantitative approach using a survey method, collecting data from citizens who have accessed local government services. A structured questionnaire was employed to measure perceptions across the four independent variables and their impact on citizen satisfaction as the dependent variable. The data were analyzed using multiple regression analysis to determine both the individual and simultaneous effects of the variables. The findings reveal that service quality has the strongest and most significant effect on citizen satisfaction, emphasizing the importance of reliability, responsiveness, assurance, empathy, and tangible aspects of service delivery. Employee professionalism also demonstrates a significant positive influence, indicating that competence, ethical behavior, and accountability of public officials are critical in shaping positive citizen experiences. Furthermore, digital governance implementation contributes positively to citizen satisfaction by improving accessibility, efficiency, and transparency of services, although its impact is somewhat less dominant compared to human-centered factors. Public participation is also found to have a significant effect, highlighting the importance of involving citizens in decision-making processes and service evaluation to enhance trust and satisfaction. Simultaneously, all four variables significantly influence citizen satisfaction, suggesting that an integrated governance approach is necessary. The study concludes that local governments should not rely solely on technological advancements but must also strengthen human resource capacity and foster inclusive participation mechanisms. These findings provide practical implications for policymakers to design more responsive, transparent, and citizen-oriented public services, ultimately contributing to improved governance performance and public trust.
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