Digital Communication as a Driver of Public Service Adoption in E-Government

Abstract

The digital transformation of public services requires government institutions to improve information quality, user satisfaction, and digital communication to encourage citizens’ adoption of online services. This study aims to analyze the role of Online Information Quality, Satisfaction, and Digital Communication in influencing citizens’ intention to obtain public services through digital platforms. This study employed a quantitative approach using an explanatory research design. Data were collected through questionnaires from 140 users of online services provided by DISDUKCAPIL Kabupaten Sukabumi. Data analysis was conducted using Structural Equation Modeling (SEM) with AMOS. The results indicate that Online Information Quality and Satisfaction have positive and significant influences on Digital Communication. Furthermore, Digital Communication has the strongest positive influence on Intention to Obtain Public Service. Online Information Quality and Satisfaction also have significant direct and indirect influences on service adoption intention through Digital Communication as a mediating variable. These findings imply that improving digital public services requires not only reliable information systems but also effective communication strategies and positive user experiences. This study contributes to the understanding of digital public service adoption by highlighting the strategic role of Digital Communication in strengthening citizens’ willingness to use online government services.