Revitalizing Public Services: Addressing Challenges and Enhancing Satisfaction(A Study of Public Services in Palu City)

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INTRODUCTION
This research focuses on the transformation of public services, specifically e-government, from traditional technology to digital platforms.The use of technology in improving information access, government service delivery, and public attitudes has been widely debated among experts (West, 2004), making it an important and interesting topic to study.Governments worldwide, including the Indonesian government in Palu City, have undergone public administration reforms to adapt to environmental changes and social challenges (Lindgren & van Veenstra, 2018), known as bureaucracy reform, which involves transforming public services.However, governance reforms in developing countries, including Indonesia, have faced challenges in terms of responsiveness, accountability, and cost-effectiveness (Heeks, 2001).The demand for transparent and accountable public services that meet the needs of the community has prompted the government to introduce modernization efforts, including the implementation of e-government (Arnaboldi & Lapsley, 2003).The rapid rise of e-government transformation has been observed globally, impacting both developed and developing countries (Nograšek & Vintar, 2014;Reddick, 2010).However, challenges remain in its implementation, including ensuring community satisfaction.The use of information technology in the public sector, particularly in delivering public services, requires comprehensive research given the differences from the private sector (Benjamin & Potts, 2018;Nograšek & Vintar, 2014).While research on digital technology transformation in the private sector is well-established, studies on e-government are still limited (de Reuver et al., 2018;Klein et al., 2020;Senyo et al., 2021;Osman et al., 2019).The current state of public services in Indonesia, including Palu City, still receives numerous complaints, indicating a need for improved efficiency and effectiveness despite the use of digital technology.The performance of e-government is evaluated based on public value, including efficiency and effectiveness (Rose et al., 2015;Scott et al., 2016), motivating the research team to analyze and review the transformation of public services (e-government) in Palu City.

LITERATURE REVIEW Transformatio and E-Government
Public sector transformation, within the context of new public management, has been a longstanding approach (Navarra & Cornford, 2003).It encompasses more than just change, addressing various aspects related to novelty and improvement (Bannister & Connolly, 2014).A key element of public sector transformation is the utilization of technology (Senyo et al., 2021).The objective of this transformation is to enhance government responsiveness, openness, and the quality of public services (Bannister & Connolly, 2014;Gil-Garcia et al., 2016;Millard, 2018;Stoker, 2006).Over the years, public sector bureaucracy has undergone a shift from traditional service delivery to a more efficient approach, particularly since the 1980s (Rose et al., 2015).This transition has been further encouraged by the introduction of technology-enabled services, commonly referred to as e-government, during the 1990s (Weerakkody et al., 2016).E-government has become a benchmark for strategic bureaucratic change and is considered a form of public governance transformation (Filgueiras et al., 2019;Teo et al., 2008).It offers numerous benefits, including the establishment of an effective and efficient government (Heeks, 2001).E-government involves the use of technology by the government to deliver public services (Basu, 2004;Silcock, 2001).
The utilization of information technology in digital government aims to enhance government performance in delivering public services (Lindgren & van Veenstra, 2018).E-government has a significant impact on various aspects of organizations involved in public service delivery (Silcock, 2001), serving as a transformative agent for government and governance across all sectors (Curtin et al., 2003).It provides a network structure for interconnection, thereby transforming service delivery (Heeks, 2001).Deloitte Research has identified six dynamic stages of e-government implementation: information publishing/dissemination, official two-way transactions, multi-purpose portals, portal personalization, clustering of common services, and full integration and enterprise transformation (Silcock, 2001).
Moreover, there are six identifiable categories of information systems success, as defined by DeLone and McLean (1992): 1. System Quality: the size of the information processing system in terms of its technical attributes.2. Information Quality: the quality and relevance of the information output generated by the system.3. Use of Information: the extent to which the information output is consumed and utilized by its recipients.4. User Satisfaction: the level of satisfaction expressed by the users of the information system. 5. Individual Impact: the impact of the information on the behavior and actions of the recipients.6. Organizational Impact: the impact of the information on the overall performance and effectiveness of the organization.Public service refers to the provision of goods, services, and administrative services by public service providers, whether they are government agencies, private entities operating on behalf of the government, or private entities serving the community (Law Number 25 of 2009 concerning Public Services, nd).It is a fundamental responsibility of the government to cater to the needs of the people.Public service is considered a vocation and a key function of the state apparatus (Setijaningrum, 2009;Perry, 1996).The relationship between the government as a service provider and the community as recipients of those services is based on trust and emphasizes the role of citizenship (Denhardt & Denhardt, 2015).
The concept of New Public Service (NPS) highlights the importance of democracy, citizenship, and public administration theory and practice in delivering public services (Denhardt & Denhardt, 2015).Transparency and accountability are crucial in the transformation of organizations, particularly in public administration (Gandía et al., 2016).The use of digital technology in the delivery of public services can enhance transparency and accountability.Digital services are being adopted globally in government settings with the aim of improving public acceptance and satisfaction (Benjamin & Potts, 2018;Osman et al., 2019).
The e-service quality model, based on the SERVQUAL model developed by Parasuraman, Zeithaml, and Berry (Parasuraman et al., 1988), consists of five factors: tangibles, reliability, responsiveness, assurance, and empathy.This model has evolved into the E-S-QUAL Scale, which includes four dimensions: efficiency, fulfillment, system availability, and privacy.These dimensions assess factors such as the ease and speed of accessing and using digital platforms, the fulfillment of promised services and goods, the technical functionality of the digital platform, and the security and protection of customer information (Parasuraman et al., 2005).
1. Community Satisfaction Community satisfaction is often linked to various factors such as the quality of community infrastructure, employment opportunities, and the presence of social support networks (Filkins et al., 2000).In the context of e-services, users come in with certain expectations regarding costs, benefits, risks, and opportunities.If users find evidence that e-services meet or exceed their expectations, their satisfaction levels are likely to be high, leading to a higher chance of reusing those services (Osman et al., 2014).The COBRA Model, which stands for cost, benefit, risk, and opportunity, is a conceptual framework used to understand and measure user satisfaction with electronic services (Osman et al., 2014).
2. Research Paradigm Model

METHODOLOGY
This study was designed using a quantitative approach.The research data is sourced from FSROM primary data and secondary data.The data collection techniques include observations, questionnaires, and written documents.The population of this study is the entire community of Palu City.The sample in this study is the community receiving public services in Palu City.Furthermore, the research questionnaire was constructed based on hierarchical categories using the Likert scale, where respondents were asked to indicate their level of agreement, ranging from strongly disagree, disagree, neutral, agree, to strongly agree.The data analysis in this study employs multiple linear regression analysis to determine the relationship and influence of the independent variables (X) on the dependent variable (Y).The variable X consists of X1, which is Public Service Transformation (e-government), and X2, which is Electronic

RESULTS
The findings of this study encompass several essential aspects that were determined through statistical testing.These include the validity and reliability of the research instruments, the examination of classical assumptions, the descriptive statistics results, and the multiple linear regression tests to evaluate the research hypotheses.Source: SPSS Output

Test the Results of Validity and Reliability of Research Instruments
The results of the validity and reliability test indicate that the questionnaire used in this study is valid and reliable.Validity is determined by comparing the calculated correlation coefficient (r count) with the critical correlation coefficient (r table), and if the r count is greater than the r table and positive, the item or question is considered valid (Ghozali, 2011).This can be observed in the Item-Total Statistics table, specifically in the Correlated Item-Total Correlation column, by comparing the values with the calculated r table.
In terms of reliability, the Cronbach's alpha coefficient is used as a measure.The standard criteria for interpreting Cronbach's alpha values are as follows: > 0.9 = Very Good; > 0.8 = Good; > 0.7 = Acceptable; > 0.6 = Questionable; > 0.5 = Poor; and < 0.5 = Unacceptable (George & Mallery, 2003).Based on these standards, all question items in this study were found to be reliable at a very good level.The Cronbach's alpha coefficient ranges between 0 and 1, and the closer it is to 1.0, the higher the internal consistency of the items in the scale (Gliem & Gliem, 2003).

Multiple Linear Regression Test Results
Regression testing is conducted to examine the research hypothesis proposed in this study and determine the influence and relationship between the independent variable and the dependent variable.This testing involves the use of two statistical tests: the F test (simultaneous) and the t test (partial).The F test is utilized to evaluate the overall significance of the regression model, while the t test is used to assess the individual significance of each independent variable.The results of the F test are presented in the following table.The F test is utilized to examine the simultaneous effect of the independent variables on the dependent variable.It involves comparing the calculated F value (Fcount) with the critical F value (Ftable).If the Fcount is greater than the Ftable, the result is considered significant.In this study, the Fcount value (280.978)exceeds the Ftable value (3.040), indicating that the first hypothesis (H1) stating that electronic government (e-Government) and electronic service quality have an impact on electronic service satisfaction is accepted.To assess the significance, the p-value (Sig.) is examined.The value of Sig.(.000) suggests that electronic government (e-Government) and electronic service quality have a significant effect on electronic service satisfaction, with an alpha significance level (α) of 0.05 or Sig.F < 0.05 (0.000 < 0.05).To determine the partial effects, the results can be observed in the provided table.The table presented above displays the results of the partial t-test.This test involves comparing the calculated t value (tcount) with the critical t value (ttable) for each independent variable.If the tcount exceeds the ttable, the result is considered significant, leading to the rejection of the null hypothesis (H0) and acceptance of the alternative hypothesis (Ha).
For the first independent variable, electronic government (e-Government), the calculated t value (3.812) is greater than the ttable value (1.652).Consequently, the second hypothesis (H2) stating that electronic government (e-Government) affects satisfaction with electronic services is accepted.The significance of this result can be observed from the p-value (Sig.) which is (.000).These findings indicate that electronic government (e-Government) significantly influences electronic service satisfaction, with an alpha significance level (α) of 0.05 or Sig.F < 0.05 (0.000 < 0.05).
Similarly, for the second independent variable, electronic service quality, the calculated t value (10.379) exceeds the ttable value (1.652).As a result, the third hypothesis (H3) stating that the quality of electronic services affects satisfaction with electronic services is accepted.The significance of this result can be determined from the p-value (Sig.) which is (.000).These results indicate that electronic service quality has a significant effect on satisfaction with electronic services, with an alpha significance level (α) of 0.05 or Sig.F < 0.05 (0.000 < 0.05).

DISCUSSION
The main objective of this study is to investigate the transformation of public services (e-government) in Palu City.In accordance with Law Number 25 of 2009 on public services, local governments establish service standards for individuals who utilize government services.This law has a broad scope and serves as a reference for the government in delivering public services.
Public services have become an essential requirement for the community, particularly in the current digital era where people have high expectations for fast and appropriate services.However, Law Number 25 of 2009 primarily addresses standard requirements outlined in the law, which implies that the quality of service may not be fully met.
In response to the increasing needs of the community, government service providers have initiated public service transformation, leveraging the opportunities presented by the digital era.Nevertheless, this transformation is not without challenges, and it can lead to public dissatisfaction.However, the findings of this study indicate that both electronic government (e-government) and the quality of electronic services significantly influence electronic service satisfaction.This suggests that e-service satisfaction can be achieved through the implementation of e-government and the provision of high-quality electronic services.Thus, public service transformation has the potential to enhance community satisfaction.
The New Public Service (NPS) paradigm, the latest approach in public administration, places significant emphasis on community satisfaction and considers public services as the primary activity of government entities.It highlights the importance of building relationships and trust between citizens and the government as service providers (Denhardt & Denhardt, 2015).In the digital era, electronic services have the capacity to meet people's expectations for fast and high-quality services.They leave a positive impression on the community, and research on electronic consumer reviews often focuses on customers' feedback regarding their experiences with services or products (Mitra & Jenamani, 2020;Moon et al., 2021).
E-government, which encompasses various government electronic services, plays a crucial role in the provision of public services.It involves processes aimed at efficiently delivering government services (Saxena, 2005) and offers numerous benefits to society (Bhattacherjee, 2001;Hu et al., 2009).Consequently, egovernment has the potential to enhance public services and create satisfaction among users, as evidenced by the findings of this study.This aligns with the goals of the NPS paradigm, where public services are targeted and oriented towards achieving public satisfaction through government service utilization.

CONCLUSIONS AND RECOMMENDATIONS Conclusions
In the present digital era, there is a strong emphasis on government agencies to undergo a transformation in public services.The objective is to fulfill the needs and satisfaction of the community in terms of public services.The study's findings indicate that both e-government and the quality of e-services have an impact on e-service satisfaction.This suggests that by implementing public service transformation that includes e-government and ensuring high-quality e-services, e-service satisfaction can be achieved.This transformation in public services brings advantages to the community, as it enables the delivery of fast, convenient, and impartial services, while also reducing the potential for unethical bureaucratic practices.

Recommendations
Based on the findings of the study regarding the transformation of public services, e-government, and e-service quality, the following recommendations can be made: 1) Enhance e-government implementation: Governments should continue to invest in and improve e-government initiatives.This includes developing user-friendly online platforms, streamlining bureaucratic processes, and ensuring the availability and accessibility of digital services to the public.2) Focus on improving e-service quality: Efforts should be directed towards enhancing the quality of electronic services provided to the community.This can be achieved through regular assessments and evaluations of service delivery, addressing any identified shortcomings, and incorporating user feedback into service improvements.3) Prioritize user experience and satisfaction: Public service transformation should prioritize the needs and satisfaction of the community.User-centric design principles should be applied to digital platforms and services to ensure a seamless and satisfactory user experience.4) Invest in digital infrastructure: Governments should invest in robust and reliable digital infrastructure to support the delivery of e-services.This includes ensuring high-speed internet access, expanding digital connectivity in rural and remote areas, and providing necessary technological resources to bridge the digital divide.5) Provide digital literacy and support: To ensure the effective utilization of egovernment services, governments should invest in digital literacy programs and support mechanisms.This includes providing training and assistance to individuals who may face challenges in accessing and using digital platforms.6) Foster collaboration and partnerships: Governments should collaborate with private sector entities, non-governmental organizations, and other stakeholders to leverage expertise, resources, and innovative solutions in advancing public service transformation.Public-private partnerships can contribute to the development and implementation of effective egovernment strategies.

7)
Continuously monitor and evaluate outcomes: Ongoing monitoring and evaluation of the effectiveness of public service transformation initiatives are essential.Governments should regularly assess the impact of egovernment and e-service quality on user satisfaction and make necessary adjustments based on the findings.

Figure
Figure 1.Research Paradigm

Table 1 .
Table Item-Total Statistics