Analysis of Public Service Performance in Enhancing Public Satisfaction in the Digital Era

Abstract

Advances in digital technology have brought major changes in the public service system, especially in population administration. Digitization of services aims to increase efficiency, effectiveness, and accessibility for the community, as well as reduce bureaucratic obstacles that are often obstacles in conventional services. However, the implementation of digital technology in public services faces various challenges, including limited infrastructure, low digital literacy, and the readiness of government officials in managing digital-based systems. This study aims to analyze the performance of public services in increasing public satisfaction in the digital era, with a focus on population administration services. Using the literature study method, this study examines various concepts, theories, and results of previous research related to digital transformation in public services. The results of the study show that the digitization of population administration services can increase the speed and transparency of services, as well as strengthen public trust in the government. However, the success of digitalization is highly dependent on technology accessibility factors, the readiness of human resources, and community involvement in the implementation process of digital services. Therefore, a strategy is needed that focuses on improving digital infrastructure, educating the public, and optimizing technology-based policies so that public services can run more effectively and inclusively.