Analyzing the Impact of Responsiveness, Digital Skills, and Management Support on Civil Servants’ Performance in the Era of Smart Governance

Abstract

This study evaluates how responsiveness, digital proficiency, and managerial support shape the performance of civil servants (ASN) in Palopo City. Primary data were gathered through questionnaires administered to 370 ASN and analysed using Structural Equation Modelling (SEM) with AMOS 26. Validity assessments showed all indicators had factor loadings above 0.6, while reliability was strong, with Cronbach’s alpha and construct reliability both exceeding 0.8. The model demonstrated good fit (CFI = 1.000; TLI = 1.022; RMSEA = 0.000) and explained a substantial portion of performance variance (R-square = 0.743), indicating that 74.3% of the variation in ASN performance is attributable to the exogenous variables. Hypothesis testing confirmed positive, statistically significant effects of responsiveness (β = 0.128; p < 0.001), digital skills (β = 0.165; p < 0.001), and managerial support (β = 0.146; p < 0.001) on ASN performance. Collectively, the findings underscore the value of integrating individual capabilities and organizational support to advance a professional, adaptive, and accountable civil service.