The Effect Of Ease Of Service Access, Information Transparency, And Speed Of Disdukcapil Services On The Satisfaction Of The People Of Bintan Regency
Keywords:
Ease of Service Access, Information Transparency, Speed of Service, Community Satisfaction, Bintan Regency
Abstract
This study aims to analyze the influence of ease of access to services, information transparency, and speed of services on public satisfaction in the context of digital-based public services. This study uses a quantitative, survey-based approach. The population in this study comprises all people who use services at the Population and Civil Registration Office of the Bintan district, totaling 182,355. A sample of 100 respondents was selected using the Slovin formula, with a 10% margin of error. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM) to test validity, reliability, and the relationships among variables. The test results show that the entire construct meets the criteria for validity and reliability. The R-Square value of 0.853 indicates that the independent variables in the model explain 85.3% of the variation in public satisfaction. The results of the hypothesis test partially support the hypothesis that ease of access to services has a positive, insignificant effect on community satisfaction. That information transparency has a positive, insignificant effect on community satisfaction. On the contrary, service speed has been shown to have a positive and significant impact on public satisfaction. These findings indicate that service aspects with a direct, tangible impact on society, especially the speed of service completion, are the main factors shaping satisfaction. This research provides a theoretical contribution by strengthening Service Quality Theory in the context of digital public services, as well as a practical contribution to the government, which should prioritize improving service speed and efficiency to increase public satisfaction and the sustainability of digital government implementationReferences
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Wu, Y., Zhang, K., & Xie, J. (2020). Bad greenwashing, good greenwashing: Corporate social responsibility and information transparency. Management Science, 66(7), 3095–3112.
Akbar, A., & Wadud, M. (2024). The Effect Of Speed And Reliability Of Service On Customer Satisfaction Mediated By Employee Performance In Using Agency Services At PT Bukit Prima Bahari. Management Studies and Entrepreneurship Journal, 5(2), 5138–5154.
Albu, O. B., & Flyverbom, M. (2019). Organizational transparency: Conceptualizations, conditions, and consequences. Business & Society, 58(2), 268–297.
Alhefaity, S. R. S. A., Mohamad, E., Jamli, M. R., Ito, T., Larasati, A., & Mohamad, N. A. (2026). Building trust through Technology: AI, public service perception, and citizen satisfaction in Abu Dhabi policing. Multidisciplinary Science Journal, 8(4). https://doi.org/10.31893/multiscience.2026277
Anfinogenova, N. D., Stepanov, V. A., Kuznetsova, A. D., Chesalov, N. P., Popov, S. V, & Repin, A. N. (2026). Pharmacogenetic Drug Administration and Community Health: A Cross-Sectional Telecommunication-Based Study. Archives of Medical Research, 57(3). https://doi.org/10.1016/j.arcmed.2025.103307
Anggita, I., Listiani, E. I., & Ahdarrijal, Y. (2025). Openness In Governance : The Effect of the E-Government Index on Regulation Quality in Australia. 6(November 2024), 42–55.
Bach-Mortensen, A., Goodair, B., Helby Petersen, O. H., & Kvist, J. (2026). Market failure in a universal welfare state? Ownership, quality, and regulation in Danish social services. Social Science and Medicine, 390. https://doi.org/10.1016/j.socscimed.2025.118804
Berggren, U., Palmqvist, C.-W., & Pyddoke, R. (2026). Measured service reliability and customer satisfaction in public transport. Case Studies on Transport Policy, 23. https://doi.org/10.1016/j.cstp.2025.101669
Cazzuffi, C., & Retamal, P. (2025). Gendered Perceptions of Public Services: Quality, Equality of Treatment, and Corruption in Chile. Public Administration. https://doi.org/10.1111/padm.70004
Garcia, J. S. D., Truong, D., Hampton, S., Winter, S. R., Echevarne, R., & Stolzer, A. J. (2026). Governance and effectiveness in aviation safety oversight: A structural model analysis. Transportation Research Interdisciplinary Perspectives, 36. https://doi.org/10.1016/j.trip.2026.101836
Gardner, T. A., Benzie, M., Börner, J., Dawkins, E., Fick, S., Garrett, R., Godar, J., Grimard, A., Lake, S., & Larsen, R. K. (2019). Transparency and sustainability in global commodity supply chains. World Development, 121, 163–177.
Gethin, A. (2026). Who benefits from public services? Novel evidence and implications for inequality measurement. Journal of Development Economics, 179. https://doi.org/10.1016/j.jdeveco.2025.103627
Han, X., Dee, J. V, Wang, S., & Chen, K. (2026). Digital revitalization or useless effort? Public e-commerce support and local specialty sales. Journal of Development Economics, 179. https://doi.org/10.1016/j.jdeveco.2025.103665
Jamal, S., Li, C., Tiznado-Aitken, I., & Farber, S. (2025). Exploring equity implications of online grocery, online restaurant delivery and e-shopping service usage in a suburban context. Journal of Transport Geography, 129. https://doi.org/10.1016/j.jtrangeo.2025.104398
Kyambade, M., Namatovu, A., & Sewante, L. (2026). The Influence of Work Ethics on Public Servants’ Performance: Investigating the Mediating Role of Intrinsic Motivation. Journal of Public Affairs, 26(1). https://doi.org/10.1002/pa.70095
Lubis, S., Nurmandi, A., Ahmad, J., Purwaningsih, T., Jovita-olvez, H. D., Trends, E., & Insights, E. (2025). Mapping the Intellectual Landscape of Cybersecurity in E-Participation : Trends , Challenges , and Emerging Insights Mapping the Intellectual Landscape of Cybersecurity in. Cogent Social Sciences, 11(1). https://doi.org/10.1080/23311886.2025.2549479
Nor, A. I. (2026). The role of training needs analysis in training effectiveness in public sector organizations. Multidisciplinary Reviews, 9(3). https://doi.org/10.31893/multirev.2026149
Nurhidayat, N., Ulung, P., Achmad, N., Umar, C., & Yujitia, A. (2024). Applying the Umega Model and Theory of Planned Behavior to Analyze Public Service Mall User Intentions in Sinjai , Indonesia. 03011, 1–13.
Paulus, M., Herrera Sabillón, B., & Knierim, A. (2024). Who do German farmers trust when making decisions about digital technologies? An analysis of the trustworthiness of innovation actors. Studies in Agricultural Economics, 126(3), 117–127. https://doi.org/10.7896/j.2825
Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of Advances in Management Research, 16(1), 64–90.
Pribadi, U., Iqbal, M., Ibrahim, M. A., Juhari, & Ahdarrijal, Y. (2024). Nexus of public organization, transparency, and accountability in Indonesia’s digital governance. Journal of Public Affairs, 24(3). https://doi.org/10.1002/pa.2940
Rayan, A., Al-Jaafreh, I., Baqeas, M. H., Naji Alhalaiqa, F., Al-Ghabeesh, S., & Alyami, H. (2026). Influence of organizational culture on nursing perception of quality of healthcare services and intent to stay among nurses employed in public hospitals: A cross-sectional study. Applied Nursing Research, 87. https://doi.org/10.1016/j.apnr.2025.152042
Rosita, S., Fazri, A., Kusumastuti, R., & Yacob, S. (2019). Speed strategy of public administration services in fulfilling the basic rights of citizens in rural areas in Indonesia. Jurnal Perspektif Pembiayaan Dan Pembangunan Daerah, 7(2), 235–248.
Sugiyono. (2018). Metode Pendekatan Kuantitatif.
Sugiyono, S., & Lestari, P. (2021). Metode penelitian komunikasi (Kuantitatif, kualitatif, dan cara mudah menulis artikel pada jurnal internasional). Alvabeta Bandung, CV.
Sukarno, M., & Pribadi, U. (2023). Public Satisfaction on Online Service Development : ( Case Study : Bantulpedia Application ). Scientific Journal of Informatics, 10(3), 349–362. https://doi.org/10.15294/sji.v10i3.45985
Tuan, V. A., Van Truong, N., Tetsuo, S., & An, N. N. (2022). Public transport service quality: Policy prioritization strategy in the importance-performance analysis and the three-factor theory frameworks. Transportation Research Part A: Policy and Practice, 166, 118–134.
Turovets, Y., Kaganovska, T., Filipenko, T., Filipenko, A., & Kravchuk, O. (2023). The impact of decentralization on the administrative service delivery speed in different fields. Cuestiones Políticas, 41(76).
Vasudevan, H. (2021). Resource-based view theory application on the educational service quality. International Journal of Engineering Applied Sciences and Technology, 6(6), 174–186.
Vogel, R., Vogel, D., Liegat, M. C., & Hensel, D. (2025). From social categorization to implicit citizenship theories: Advancing the socio-cognitive foundations of state–citizen interactions. Public Administration Review, 85(2), 402–418. https://doi.org/10.1111/puar.13844
Wahyuni, H., Mutiarin, D., Pribadi, U., Syakiran Akmal Ismail, N., Priyo Purnomo, E., Nurmandi, A., Kumorotomo, W., & Ahdarrijal, Y. (2024). Optimizing Data Interoperability: An Approach Towards Unified Employment Data in Indonesia. SHS Web of Conferences, 204, 02002. https://doi.org/10.1051/shsconf/202420402002
Wu, Y., Zhang, K., & Xie, J. (2020). Bad greenwashing, good greenwashing: Corporate social responsibility and information transparency. Management Science, 66(7), 3095–3112.
Published
2026-06-08
How to Cite
Anggraini, Y., Ratnasari, S. L., & Susanto, A. (2026). The Effect Of Ease Of Service Access, Information Transparency, And Speed Of Disdukcapil Services On The Satisfaction Of The People Of Bintan Regency. Kontigensi : Jurnal Ilmiah Manajemen, 14(1), 85-98. Retrieved from https://jurnal.dim-unpas.web.id/index.php/JIMK/article/view/939
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