The Effect of E-Service Quality and E-Trust on the Satisfaction of Users of Siaga and Simantaps in the Pickup of Tax Proof at the Banyuwangi State Justice Office
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Abstract
In the era of digital transformation and bureaucratic reform, government agencies are required to provide public services that are not only fast and efficient but also transparent and user-oriented. This study investigates the influence of e-service quality and e-trust on user satisfaction with SIAGA (Three-Minute Drive Thru Ticket Service System) and SIMANTAPS (Ticket Delivery Service System through the Post Office) at the Banyuwangi District Attorney's Office. The research employed a quantitative approach with a saturated sample of 150 users who accessed these digital services for traffic ticket evidence collection. Data were collected using a structured questionnaire, tested for validity and reliability, and analyzed using multiple linear regression. The findings reveal that both e-service quality which includes dimensions such as efficiency, fulfillment, system availability, and privacy and e-trust which encompasses system reliability, data security, institutional integrity, and technical competence have a positive and significant effect on user satisfaction, both individually and simultaneously. The regression model demonstrates a high explanatory power, with e-service quality and e-trust together accounting for 82.2% of the variance in user satisfaction. These results underscore the critical role of digital service quality and user trust in shaping positive user experiences and satisfaction in public sector digital services. The study suggests that continuous improvement in system accessibility, reliability, data protection, and transparent communication are essential strategies for increasing public trust and satisfaction. The implications of this research are relevant for policymakers and practitioners seeking to optimize digital public service delivery and enhance community engagement in the digital era.
Keywords: e-service quality, e-trust, user satisfaction, digital public service, regression analysis