Service Innovation, Public Information Systems and Institutional Responsiveness to Trust through Public Perception as Mediation at the Class II Non-TPI Palopo Immigration Office

Abstract

Public trust is an important indicator in assessing the legitimacy and effectiveness of government agency services. In the context of bureaucratic reform, efforts to increase public trust require optimizing service innovation, information system transparency, and agency responsiveness in serving the public. This study aims to analyze the influence of service innovation, public information systems, and agency responsiveness on public trust, with public perception as a mediating variable. The study was conducted at the Class II Non-TPI Palopo Immigration Office using a quantitative approach and explanatory research method. The Immigration Office is a strategic agency that is directly in contact with cross-regional and cross-country administrative services, prioritizing transparency, speed, and integrity of service. A total of 91 respondents were selected through a simple random sampling technique. Data were collected through a Likert questionnaire and analyzed using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method. The analysis components include outer model and inner model analysis. The results of this study indicate that service innovation, public information systems, and agency responsiveness directly contribute significantly to increasing public trust in the Class II Non-TPI Palopo Immigration Office. In addition, public perception is proven to have a role as a significant mediating variable. Thus, the presence of adaptive service innovation, transparent and easily accessible information systems, and proactive agency responsiveness in responding to community needs are key factors that constructively shape positive public perceptions of the quality of an agency's services.