Public Perception of Digital Public Services in Indonesia: A Social Perspective

Abstract

The digital transformation of public services has significantly changed the way people access government services in Indonesia. Various digital-based public service innovations are expected to improve efficiency, transparency, and service quality. However, public acceptance of digital public services is influenced by perceptions regarding ease of use, accessibility, system reliability, and trust in government service delivery. This study aims to examine the influence of public perception on the acceptance of digital public services in Indonesia from a social perspective. A quantitative approach was employed using a survey method involving community members from various regions of Indonesia. Data were collected through an online questionnaire and analyzed using descriptive statistics and simple linear regression analysis. The findings reveal that public perception has a positive and significant influence on the acceptance of digital public services. Individuals who perceive digital public services as reliable, accessible, and user-friendly are more likely to adopt and utilize these services in their daily activities. These findings suggest that improving service quality, strengthening digital literacy, and enhancing public trust are essential for supporting the successful implementation of digital public services and promoting effective digital governance in Indonesia.