Digital-Based Services, Information Transparency and the Effectiveness of Public Applications on User Satisfaction through Service Quality at the Class II Non-TPI Palopo Immigration Office

Abstract

Digital transformation in public services is crucial in modern governance, particularly in immigration services, which demand efficiency, transparency, and accountability. The implementation of digital-based services, information transparency, and the effectiveness of public applications are seen as strategic instruments for improving service quality and public satisfaction. However, further study is needed to determine the contribution of these three factors to user satisfaction. This study aims to analyze the influence of digital-based services, information transparency, and the effectiveness of public applications on user satisfaction, with service quality as a mediating variable, at the Class II Non-TPI Palopo Immigration Office. A quantitative approach with explanatory research was used through Structural Equation Modeling-Partial Least Square (SEM-PLS) analysis, with Outer Model analysis (Convergent Validity Test & Reliability Test) and Inner Model (R-Square Test & Path Coefficient) on 92 respondents obtained using simple random sampling technique. The results of the study indicate that all independent variables, both directly and indirectly, have a positive and significant impact on user satisfaction. Directly, digital-based services, information transparency, and the effectiveness of public applications have been shown to increase user satisfaction. Furthermore, service quality successfully mediated the effects of these three variables on user satisfaction. The results of this study indicate that the digitalization of immigration services can be reflected in the strengthening of technological infrastructure (digital-based services), transparent information delivery (openness), and the development of stable and user-friendly applications (application effectiveness). This, in turn, can lead to a sustained increase in public satisfaction.