The Digitalization of Public Service Assurance

Heru Rochmansjah; Karno Karno

doi:10.29313/mimbar.v36i1.5073

The Digitalization of Public Service Assurance

Heru Rochmansjah, Karno Karno

Abstract

Digitalization of public service assurance is a factor that determines the quality of public service to meet the expectations and desires of the citizens. Public service assurance needs to be supported by digital-based information systems. This research applies a mixed-method approach, started by a quantitative approach and continues with a qualitative approach. This study has 273 respondents and 17 informants. The quantitative research data analysis uses SEM analysis, qualitative data analysis uses QDA analysis, and score distribution analysis uses SPSS. The result of this research is the conceptualization of information systems including dimensions of human resources, information technology, and information relations. The concept of causality relationship between information systems and the quality of health services indicated by the loading factor value of 0.51, which can be stated that the relationship is significant and produces a new concept of digital-based Public Service assurance. This research concludes there is a positive and significant influence between information systems and the quality of public services. Furthermore, the new concept can be synthesized into a study of public services in scientific work.

Keywords

Information System, Service Assurance, Digitalization of Service

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DOI: https://doi.org/10.29313/mimbar.v36i1.5073

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