Title: Towards enhanced citizen trust: the impact of e-Gov service quality on citizen satisfaction in the digital age

Authors: Rizky Pramuditha; Didin Muhafidin; Asep Sumaryana; Elisa Susanti; Bhakti Nur Avianto

Addresses: Universitas Padjadjaran, West Java, Indonesia ' Universitas Padjadjaran, West Java, Indonesia ' Universitas Padjadjaran, West Java, Indonesia ' Universitas Padjadjaran, West Java, Indonesia ' Universitas Nasional, South Jakarta, Indonesia

Abstract: This study aims to analyse the relationship between the quality of e-government services (e-GovQual), user satisfaction, and public trust. Quantitative research methods are used with a survey approach as material for statistical data analysis. As seen in the results, the quality of e-government services on the Smartdukcapil Pandeglang Regency website has been rated effective by service users. Information quality is the most important indicator of e-GovQual. User satisfaction with e-GovQual is also considered good by public service. Satisfaction with the overall electronic service is the most important indicator of user satisfaction. Public trust in is also considered good; competency is the most important indicator of citizen trust and e-GovQual has a positive effect on user satisfaction. This shows that good e-GovQual will increase user satisfaction. User satisfaction has a positive effect on citizen trust. This shows that user satisfaction with e-government services will increase public trust in the government.

Keywords: e-GovQual; digital transformation; public participation; open government; service quality.

DOI: 10.1504/EG.2026.153478

Electronic Government, an International Journal, 2026 Vol.22 No.3, pp.277 - 300

Received: 05 Nov 2023
Accepted: 28 Oct 2024
Published online: 11 May 2026 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article