The Influence of Transparency and Apparatus Competence on The Quality of Public Services Through The Role of Information Technology as a Moderating Variable

Abstract

The quality of public services reflects the success of good governance. This study aims to examine the influence of transparency, competence, and information technology as moderating variables on the quality of public services. The research uses a quantitative approach with Structural Equation Modeling–Partial Least Squares (SEM-PLS). The research results show that transparency has a positive and significant influence on service quality (β = 0.292, p < 0.05). Competence also shows a positive and significant influence (β = 0.437, p < 0.01). Meanwhile, information technology significantly moderates the relationship between transparency and public service quality (β = 0.229, p < 0.05) and between employe competence and public service quality (β = 0.220, p < 0.05). This research emphasizes the need for the government to promote transparency, enhance bureaucratic skills, and accelerate digital transformation to ensure accountable services that meet public needs.