PENGARUH LAYANAN DIGITAL DAN REPUTASI TERHADAP KEPUASAN PENGGUNA APLIKASI SIAGA DAN SIMANTAPS DI KANTOR KEJAKSAAN NEGERI BANYUWANGI

Katalenan Sekamadie; Agustin Hari Prastyowati; Diana Dwi Astuti

doi:10.51903/q8zw8c15

Authors

Katalenan Sekamadie Institut Teknologi dan Sains Mandala
Agustin Hari Prastyowati Institut Teknologi dan Sains Mandala
Diana Dwi Astuti Institut Teknologi dan Sains Mandala

DOI:

https://doi.org/10.51903/q8zw8c15

Keywords:

e-service quality, reputation, e-trust, e-WOM, satisfaction

Abstract

A paradigm shift in public services has occurred rapidly due to the advent of digital technologies, which has led to the creation of more efficient, transparent and user-oriented systems. The study aims to examine how the quality of e-services, reputation, trust in e-services and electronic word of mouth affect user satisfaction with technology-enabled public services. A quantitative approach using multiple linear regression analysis is used to confirm the validity of the model. This method includes validity, reliability and classical assumptions testing. The results show that all four independent variables have a positive effect on user satisfaction both in general and individually. The quality of service, which encompasses factors such as ease of access, speed, system availability, and data security, has been demonstrated to enhance satisfaction. On the other hand, positive feedback and trust in the integrity and competence of the institution strengthen the relationship with users. Electronic word of mouth is crucial to create positive perceptions and attract consumers to services. The results show that to increase user satisfaction and loyalty in digital government services, the integration of these four elements is a key strategy.

References

[1] A. U. Hasanah, S. Andaryani, F. H. Sari, I. U. Dwikurniawati, and D. P. Lestari, “Inovasi Pelayanan Publik Berbasis Teknologi Digital: Tantangan dan Peluang di Pemerintah Daerah”, Innovative, vol. 4, no. 5, pp. 5228–5235, Mar. 2024. https://doi.org/10.31004/innovative.v4i5.15469

[2] Y. S. Isma, D. Kardiati, Muslem, S. K. Fadhillah, J. K. N. Jamiati, F. Akmal, dan S. Chairunnisak, "Transformasi Digital Sebagai Instrumen untuk Memperluas Aksesibilitas Layanan Publik," Journal of Administrative and Social Science, vol. 6, no. 2, pp. 66–77, Jul. 2025, https://doi.org/10.55606/jass.v6i2.1891

[3] M. Tambunan and T. Dompak, “Peran E-Government Dalam Peningkatan Efesiensi Dan Efektivitas Pelayananan Publik”, professional, vol. 12, no. 1, pp. 281-288, Jun. 2025. https://doi.org/10.37676/professional.v12i1.8431

[4] C. Susaningsih, A. S. Gibran, and A. Ardiansyah, “Implementation of E-government in the Public Service Sector as a Strategy for Preventing Blue-Collar Crime”, jaid, vol. 4, no. 2, pp. 29-39, Dec. 2024. https://doi.org/10.52617/jaid.v4i2.639

[5] A. A. S. P. Nidyasari, K. W. D. Wismayanti, and N. P. A. Prabawati, “Analisis Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi tentang Layanan Perizinan Online Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Badung)”, Ethics and Law j.: -bus. and n.a., vol. 1, no. 2, pp. 134–146, Oct. 2023. https://doi.org/10.61292/eljbn.v1i2.47

[6] A. Saputri, Lukman, dan A. Uceng, "Kualitas Pelayanan Publik Berbasis Digital Terhadap Tingkat Kepuasan Masyarakat di Desa Bulo," GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan, vol. 11, no. 1, Sep. 2024. https://doi.org/10.56015/gjikplp.v11i1.252

[7] R. Yuliana and R. Rinwantin, “Pengaruh ServQual Terhadap EWOM Melalui Trust dan E-Satisfaction Online Merchant”, JVM, vol. 11, no. 2, pp. 26–40, Apr. 2025. https://doi.org/10.56910/jvm.v11i2.616

[8] A. H. Novianti, "Pengaruh e-Service Quality, Reputation, e-Trust, e-Satisfaction terhadap e-Customer Loyalty," Jurnal ISIP: Jurnal Ilmu Sosial dan Ilmu Politik, vol. 20, no. 2, pp. 129–149, Jul.–Des. 2023, doi: 10.36451/jisip.v20i2.91.

[9] N. F. Nasution, H. Prasetya, dan A. Khohar, "Peran Electronic Word of Mouth sebagai Strategi Komunikasi Pemasaran pada Produk Avoskin," Jurnal Indonesia: Manajemen Informatika dan Komunikasi, vol. 5, no. 3, Sep. 2024, doi: https://doi.org/10.35870/jimik.v5i3.900

[10] W. Y. B. Siahaan dan Hikmah, "Pengaruh E-WOM, Kepercayaan, Kemudahan Penggunaan terhadap Keputusan Pembelian pada Bukalapak di Kota Batam," Scientia Journal: Jurnal Ilmiah Mahasiswa, Universitas Putera Batam.

[11] Ashari and S. Sallu, “Digitalisasi Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil”, remik, vol. 7, no. 1, pp. 342-351, Jan. 2023. https://doi.org/10.33395/remik.v7i1.11984

[12] S. Susniwati, A. Ardiyansah, dan D. . Sukorina, “Good Governance di Era Digital: Studi Kasus Implementasi E-Government di Indonesia”, PANDITA, vol. 8, no. 1, pp. 220–234, Feb. 2025. https://doi.org/10.61332/ijpa.v8i1.277

[13] M. A. R., Fikri dan M. B. Z., Tjenreng. “Manajemen Pelayanan Publik”. Jurnal PKM Manajemen Bisnis, 5(1), 291-304. 2025. https://doi.org/10.37481/pkmb.v5i1.1300

[14] R. A. Lestari dan A. Santoso, "Pelayanan Publik dalam Good Governance," Jurnal Ilmu Sosial & Ilmu Politik, vol. 2, no. 1, 2022. http://dx.doi.org/10.30742/juispol.v2i1.2134

[15] Moenir. Manajemen Pelayanan Umum di Indonesia. Jakarta : Bumi Aksara, 2016, pp. 3-4

[16] B. N. Khatimah, R. Yuliana, dan M. Hamdani. “Peningkatan penjualan di marketplace Shopee pada era digitalisasi”. EconBank: Journal of Economics and Banking, 5(2), 293–301. Oktober 2023. https://doi.org/10.35829/econbank.v5i2.340

[17] A. Santoso and N. Kusnilawati, “EVALUASI DETERMINAN KEPUASAN MAHASISWA”, JMBI UNSRAT, vol. 7, no. 1, Dec. 2020. https://doi.org/10.35794/jmbi.v7i1.28179

[18] Supriatun, Ni Made Ida Pratiwi, and Diana Juni Mulyati, “Pengaruh Reputasi Perusahaan dan Kualitas Layanan Elektronik terhadap Kepuasan Pengguna Aplikasi Layanan Jasa Keuangan Ajaib di Kota Surabaya”, AJEKBS, vol. 6, no. 8, pp. 5489 –, Aug. 2024. https://doi.org/10.47467/alkharaj.v6i8.2902

[19] N. S. Maharani dan A. Albari, "Pengaruh Reputasi Organisasi terhadap Loyalitas dengan E-Kepuasan dan E-Kepercayaan sebagai Variabel Intervening," JEBDEKER, vol. 3, no. 2, Jun. 2023. https://doi.org/10.56456/jebdeker.v3i2.165

[20] M. Zulfa dan S. Y. Kusuma, "Pengaruh E-Trust, E-WOM, Perceived Ease of Use dan E-Service Quality Terhadap Loyalitas Konsumen Generasi Z Pengguna ShopeeFood," Jurnal Ilmiah Sultan Agung, vol. 2, no. 3, Desember 2023. https://jurnal.unissula.ac.id/index.php/JIMU/article/view/34901

[20] Ni Made Dwi Apriastuti, Ni Putu Nita Anggraini, dan Pande Ketut Ribek, “PENGARUH BRAND AWARENESS DAN ELECTRONIC WORD OF MOUTH (EWOM) TERHADAP KEPUTUSAN PEMBELIAN DI SITUS BELANJA ONLINE SHOPEE DI KOTA DENPASAR”, emas, vol. 3, no. 10, pp. 71–80, Oct. 2022. https://doi.org/10.30388/emas.v3i10.4285

[21] M. Arif dan R. Hidayah, “PENGARUH ELECTRONIC WORD OF MOUTH DAN SOCIAL MEDIA MARKETING TERHADAP PROSES KEPUTUSAN PEMBELIAN KONSUMEN E-COMMERCE LAZADA”, mea, vol. 7, no. 3, pp. 1-15, Sep. 2023. https://doi.org/10.31955/mea.v7i3.3295

[22] Sugiyono. Metode penelitian kuantitatif. Bandung : Alfabeta, 2018. pp. 100- 159

[23] A. D. A. S. Budi, L. Septiana, dan B. E. P. Mahendra. “Memahami Asumsi Klasik dalam Analisis Statistik: Sebuah Kajian Mendalam tentang Multikolinearitas, Heterokedastisitas, dan Autokorelasi dalam Penelitian”, JMWS, vol. 3, no. 01, pp. 01–11, Jan. 2024, doi: 10.58812/jmws.v3i01.878.