E-GOVERNMENT QUALITY AND ORGANIZATIONAL READINESS AS DRIVERS OF PUBLIC SERVICE EFFICIENCY
DOI:
https://doi.org/10.33701/jiwbp.v15i2.5969Keywords:
E-government quality, Organizational readiness, E-government usage, Public service efficiency, Local governmentAbstract
Studi ini meneliti dampak kualitas e-government dan kesiapan organisasi terhadap efisiensi pelayanan publik dan menyelidiki peran mediasi penggunaan e-government dalam konteks pemerintahan daerah. Studi ini menjawab kesenjangan utama dalam literatur di mana kualitas sistem dan kesiapan organisasi sering dianalisis secara terpisah meskipun keduanya relevan secara bersamaan untuk kinerja pelayanan publik digital. Dengan menggunakan desain penjelasan kuantitatif, data survei dikumpulkan dari 300 pegawai negeri sipil di tiga kotamadya di Indonesia (Makassar, Parepare, dan Palopo) dan dianalisis dengan Partial Least Squares Structural Equation Modeling (PLS-SEM) untuk memperkirakan efek langsung dan tidak langsung. Hasil menunjukkan bahwa kualitas e-government memiliki dampak positif dan signifikan terhadap efisiensi pelayanan publik, dan kesiapan organisasi juga berkontribusi secara signifikan terhadap hasil efisiensi. Selain itu, penggunaan e-government berfungsi sebagai mekanisme mediasi penting yang memperkuat efek kualitas e-government dan kesiapan organisasi terhadap efisiensi. Kualitas sistem yang lebih tinggi dan kesiapan organisasi yang lebih kuat meningkatkan penggunaan layanan pemerintah digital, yang pada gilirannya meningkatkan efisiensi operasional dalam penyampaian layanan. Temuan ini menggarisbawahi pentingnya mengintegrasikan kemampuan teknologi dengan kapasitas organisasi dalam inovasi sektor publik, menyoroti bahwa reformasi digital memerlukan sistem yang andal, lembaga yang kompeten, dan keterlibatan pengguna yang aktif. Studi ini memberikan bukti empiris yang menunjukkan bagaimana kesiapan digital dan kualitas sistem berkolaborasi melalui penggunaan aktual untuk mendorong peningkatan efisiensi dalam layanan publik, khususnya dalam konteks subnasional yang sedang berkembang. Secara praktis, wawasan ini memberikan informasi kepada pembuat kebijakan dan manajer tentang bagaimana menyelaraskan investasi dalam peningkatan sistem, kesiapan organisasi, dan strategi dukungan adopsi, sehingga inisiatif transformasi digital menghasilkan peningkatan efisiensi yang terukur dan berkelanjutan.
Downloads
References
Al Sayegh, A. J., Ahmad, S. Z., AlFaqeeh, K. M., & Singh, S. K. (2023). Factors affecting e-government adoption in the UAE public sector organisations: the knowledge management perspective. Journal of Knowledge Management, 27(3), 717–737.
AlHadid, I., Abu-Taieh, E., Alkhawaldeh, R. S., Khwaldeh, S., Masa’deh, R., Kaabneh, K., & Alrowwad, A. (2022). Predictors for E-government adoption of SANAD App services integrating UTAUT, TPB, TAM, Trust, and perceived risk. International Journal of Environmental Research and Public Health, 19(14), 8281.
Althinayyan, T., & Alojail, M. (2024). Enhancing User Experience and Sustainability in Open Banking Using PLS-SEM. Sustainability, 16(22), 9656. https://doi.org/10.3390/su16229656
Andi Nurfadillah, Nursamsir, M. (2025). Penerapan E-Government pada Sektor Pelayanan Publik (Studi Kasus Aplikasi OpenSID di Desa Tondowolio Kecamatan Tanggetada Kabupaten Kolaka). PENA BANGSA: BISNIS DA TATA KELOLA PUBLIK ADAPTIF, 1(1), 1–14. https://doi.org/10.69616/pb.v1i1.256
Anomah, S. (2025). Assessing the institutional readiness and capacity for AI adoption in public audit institutions in developing countries: evidence from Ghana. Telematics and Informatics Reports, 20, 100260. https://doi.org/10.1016/j.teler.2025.100260
Atobishi, T., Moh’d Abu Bakir, S., & Nosratabadi, S. (2024). How do digital capabilities affect organizational performance in the public sector? The mediating role of the organizational agility. Administrative Sciences, 14(2), 37.
Begany, G. M., & Gil-Garcia, J. R. (2024). Open government data initiatives as agents of digital transformation in the public sector: Exploring the extent of use among early adopters. Government Information Quarterly, 41(3), 101955. https://doi.org/10.1016/j.giq.2024.101955
Benmohamed, N., Shen, J., & Vlahu-Gjorgievska, E. (2024). Public value creation through the use of open government data in Australian public sector: A quantitative study from employees’ perspective. Government Information Quarterly, 41(2), 101930. https://doi.org/10.1016/j.giq.2024.101930
Christine, M., Maximilian, F., Lars, F., Julia, M., Klier, J., & Klier, M. (2025). Improving the use of public e ‑ services through explainability. In Journal of Business Economics (Vol. 95, Issue 4). Springer Berlin Heidelberg. https://doi.org/10.1007/s11573-024-01212-9
Djabbari, M. H., Irfan, B., Nugroho, T. C., & Yanto, E. (2024). Implementasi E-Government dalam Pelayanan Publik Berbasis Website di Desa Tondowolio Kabupaten Kolaka. Kolaborasi: Jurnal Administrasi Publik, 10.
Fan, B., & Pan, T. (2023). Does information technology–organizational resource interaction affect E-government performance? Moderating roles of environmental uncertainty. Government Information Quarterly, 40(3), 101830. https://doi.org/10.1016/j.giq.2023.101830
Ghufron, G., & Mahmud, R. (2025). E-Government Adoption Strengthening Public Trust and Service Delivery. Formosa Journal of Science and Technology, 4(9), 2931–2944. https://traformosapublisher.org/index.php/fjst/article/view/246
Guenduez, A. A., Demircioglu, M. A., Mueller, E. M., & Cinar, E. (2025). Digital innovation strategies in the public sector. Research Policy, 54(8), 105274. https://doi.org/10.1016/j.respol.2025.105274
Hasan, A., Alenazy, A. A., Habib, S., & Husain, S. (2024). Examining the drivers and barriers to adoption of e-government services in Saudi Arabia. Journal of Innovative Digital Transformation, 1(2), 139–157.
Ilieva, G., Yankova, T., Ruseva, M., Dzhabarova, Y., Zhekova, V., Klisarova-belcheva, S., Mollova, T., & Dimitrov, A. (2024). administrative sciences Factors Influencing User Perception and Adoption of E-Government Services. Administrative Sciences.
Karnsomdee, P. (2025). E-Government Adoption in Thai Public Sector Organizations: Citizens’ Perspective. Journal of Theoretical and Applied Electronic Commerce Research, 20(2), 103.
Lazarte-Aguirre, A. (2025). Entrepreneurial traits and sustainable entrepreneurial orientation in Peru: A PLS-SEM analysis of micro and small-sized enterprises. Sustainable Futures, 10, 101101. https://doi.org/10.1016/j.sftr.2025.101101
Li, W. (2021). The Role of Trust and Risk in Citizens ’ E-Government Services Adoption : A Perspective of the Extended UTAUT Model. Sustainability.
Liang, Y., Cao, Y., Chen, M., Dong, H., & Wang, H. (2025). Determinants of open government data continuance usage and value creation: A self-regulation framework analysis. Government Information Quarterly, 42(2), 102022. https://doi.org/10.1016/j.giq.2025.102022
Luo, C., Hasan, N. A. M., & Zamri bin Ahmad, A. M. (2024). Exploring Satisfaction and Trust as Key Drivers of e-Government Continuance Intention: Evidence from China for Sustainable Digital Governance. Sustainability, 16(24), 11068. https://doi.org/10.3390/su162411068
Mao, Z., & Zhu, Y. (2020). Empirical evidence from China. Humanities and Social Sciences Communications, 2025, 1–11. https://doi.org/10.1057/s41599-025-04539-y
Mappasere, F. A. (2025). The Role of E-government in Improving Efficiency and Transparency in Public Services in Indonesia. KnE Social Sciences, 92–106. https://doi.org/10.18502/kss.v10i16.19157
Mensah, R., Cater‐Steel, A., & Toleman, M. (2021). Factors affecting e‐government adoption in Liberia: A practitioner perspective. The Electronic Journal of Information Systems in Developing Countries, 87(3), e12161.
Mphahlele, N. S., Kekwaletswe, R. M., & Seaba, T. R. (2025). Model to explain use of E-Government service change. Telematics and Informatics Reports, 17, 100190. https://doi.org/10.1016/j.teler.2025.100190
Nadella, G. S., Meduri, K., Satish, S., Maturi, M. H., & Gonaygunta, H. (2024). Examining E-learning tools impact using IS-impact model: A comparative PLS-SEM and IPMA case study. Journal of Open Innovation: Technology, Market, and Complexity, 10(3), 100351. https://doi.org/10.1016/j.joitmc.2024.100351
Novalia, D., Etika, G., & Lubna, K. (2024). Analisis Efisiensi Dan Efektivitas E-Government Dalam Administrasi Publik. PUBLIKA : Jurnal Ilmu Administrasi Publik, 10(1), 128–136. https://doi.org/10.25299/jiap.2024.16516
Nugroho, R. A., & Purbokusumo, Y. (2020). E-Government Readiness : Penilaian Kesiapan Aktor Utama Penerapan E-Government di Indonesia E-Government Readiness : Main Actor Readiness Assessment for E- Government Application in Indonesia. IPTEK-KOM, 22(1), 1–17.
Pereira, L. M., Sanchez Rodrigues, V., & Freires, F. G. M. (2024). Use of Partial Least Squares Structural Equation Modeling (PLS-SEM) to Improve Plastic Waste Management. Applied Sciences, 14(2), 628. https://doi.org/10.3390/app14020628
Punjabi, S., Misra, S., Rippy, M. A., Grant, S. B., Galappaththi, E., Lim, T., & Birkland, T. A. (2025). A conceptual framework for knowledge integration in cross-disciplinary collaborations. Environmental Science & Policy, 172, 104197. https://doi.org/10.1016/j.envsci.2025.104197
Ramirez-Madrid, J. P., Escobar-Sierra, M., Lans-Vargas, I., & Montes Hincapie, J. M. (2024). Factors influencing citizens’ adoption of e-government: an empirical validation in a Developing Latin American Country. Public Management Review, 26(1), 185–218.
Sadat, A., Lawelai, H., & Putra, A. (2025). The Impact of Digital Governance on Public Service Efficiency : A Cross-Country Analysis. Journal of Governance and Local Politics (JGLP), 22–35.
Stanford, N., & Mompoloki, R. (2025). Telematics and Informatics Reports Model to explain use of E-Government service change Use of unified theory of acceptance and use of technology and information systems success model to explain use of E-Government service change : Emerging market case. Telematics and Informatics Reports, 17(January), 100190. https://doi.org/10.1016/j.teler.2025.100190
Sterrenberg, G., & L’Espoir Decosta, P. (2023). Identifying the crucial factors of e-government success from the perspective of Australian citizens living with disability using a public value approach. Government Information Quarterly, 40(3), 101813. https://doi.org/10.1016/j.giq.2023.101813
Thi Uyen Nguyen, T., Van Nguyen, P., Thi Ngoc Huynh, H., Truong, G. Q., & Do, L. (2024). Unlocking e-government adoption: Exploring the role of perceived usefulness, ease of use, trust, and social media engagement in Vietnam. Journal of Open Innovation: Technology, Market, and Complexity, 10(2), 100291. https://doi.org/10.1016/j.joitmc.2024.100291
Trehan, R., Sangwan, K. S., Singh, P., & Taneja, S. (2025). Empirical Modeling of Industry 4.0 Enablers: Insights from Indian Manufacturing Through PLS-SEM and CB-SEM. Sustainability, 17(23), 10809. https://doi.org/10.3390/su172310809
Twizeyimana, J. D., & Andersson, A. (2019). The public value of E-Government – A literature review. Government Information Quarterly, 36(2), 167–178. https://doi.org/10.1016/j.giq.2019.01.001
Wang, S., Cheah, J.-H., Wong, C. Y., & Ramayah, T. (2024). Progress in partial least squares structural equation modeling use in logistics and supply chain management in the last decade: a structured literature review. International Journal of Physical Distribution & Logistics Management, 54(7/8), 673–704. https://doi.org/10.1108/IJPDLM-06-2023-0200
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Jurnal Ilmiah Wahana Bhakti Praja
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
- The right of publication of all material information contained in this journal site is held by the editorial board / editor with the knowledge of the author. Journal Manager will uphold the moral rights of the author.
- The formal legal aspect of access to any information and articles contained in this journal site refers to the terms of the Creative Commons Attribution-ShareAlike 4.0 (CC BY-SA) license, which means that This license lets others remix, adapt, and build upon your work even for commercial purposes, as long as they credit you and license their new creations under the identical terms. This license is often compared to “copyleft” free and open source software licenses. All new works based on yours will carry the same license, so any derivatives will also allow commercial use.
- Each Ilmiah Wahana Bhakti Praja journal, both printed and electronic, is open access for educational, research and library purposes. Beyond this purpose, publishers or journal managers are not responsible for copyright infringement committed by readers or users.
