The Effect of Information Quality and Service Quality on User Satisfaction with the Public Service Information System at the National Unity and Political Affairs Agency of Palembang City

Abstract

Digitalizing public services does not automatically ensure that a service will be adopted or evaluated satisfactorily. This study examines the effects of information quality and service quality on user satisfaction with the Public Service Information System of the National Unity and Politics Agency of Palembang City by adapting selected constructs from the DeLone and McLean model. A cross-sectional quantitative survey involved 141 users purposively selected from a population of 218 users. The instrument comprised 14 Likert-scale items measuring information quality, service quality, and user satisfaction. The data were analyzed using PLS-SEM through measurement and structural model assessment. All indicator loadings ranged from 0.736 to 0.858; AVE values ranged from 0.585 to 0.663; and composite reliability ranged from 0.849 to 0.908. Information quality had a positive and significant effect on user satisfaction (beta=0.442; t=7.100; p<0.001), as did service quality (beta=0.460; t=8.777; p<0.001). Together, the two constructs explained 44.6% of the variance in user satisfaction. The results identify regularly updated service information and responsive user support as improvement priorities. The findings are limited to people who had used the system and do not represent every success dimension in the DeLone and McLean model.